ServiceNow (platform)

ServiceNow is the one destination where the journey can both start and finish: the Triage diagnostic runs as a Service Portal / Employee Center widget in the requester's existing session, and composerID publishes the decision back into the same instance. Writes go through the Import Set API with a transform map that coalesces on correlation_id — the task table's standard field for external-system identifiers — so a replayed publish updates the existing record instead of creating a duplicate. Catalog requests go through the Service Catalog API, never raw Table API inserts.

API at a glance Minimum viable mapping Custom fields & tenant mapping

Publish path

Direct API

composerID adapter → ServiceNow API

Events back

Push + poll

events where enabled; poll fallback

API access

Open docs

public developer portal

Contract tier

Tier A

full loop: publish + events back

Tenant configuration (mandatory fields, approval chains, picklists) is a separate gate from vendor capability: it is discovered at preflight before first publish and may need destination admin changes. How composerID connects →

Reference

API at a glance

The public API facts composerID's adapter relies on. Tenant-specific details (custom fields, picklists, approval chains) are confirmed during connection and folded into the MappingProfile.

Authentication	OAuth 2.0 or basic auth against a dedicated integration user flagged web-service-access-only, with a scoped least-privilege role plus snc_platform_rest_api_access. Inbound client-credentials grant requires enabling it on the instance (Washington DC and later).
API style	REST, JSON or XML (Table API, Import Set API, Service Catalog API)
Base URL	https://{instance}.service-now.com/api
Objects	task (correlation_id), sc_request, sc_req_item, sn_hr_core_case, import set staging tables
Events / webhooks	None native. Outbound events are customer-built Business Rules calling RESTMessageV2 asynchronously — at-most-once delivery, so reconciliation polling on sys_updated_on is the correctness mechanism, not a fallback.
Rate limits	Per-instance inbound REST rate limits and concurrency semaphores (instance-configurable); asynchronous outbound waits are capped at 30 seconds (glide.http.outbound.max_timeout).

Developer access

The ServiceNow API details are for registered developers

Auth model, base URLs, event posture and rate limits, free with a developer account.

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Readiness

Docs confidence: Public

“Docs confidence” describes how deterministic our mapping templates can be before we connect to a tenant. Even with public docs, implementations vary, especially around custom fields, approval flows and object extensions.

Deterministic mapping

Common Workforce Model fields map to known API fields. Best for standard objects (requisitions, assignments, timesheets, POs).

Tenant discovery

composerID can scan tenant configuration (custom fields, picklists, required fields) where the platform permits it, then generate a tenant‑specific MappingProfile.

Enrichment loop

If the target platform requires a field the Intent record doesn't yet have, composerID emits an enrichment_request back to the intake layer.

Mapping

Minimum viable mapping for ServiceNow

An opinionated baseline. The platform adapter enforces additional requirements via preflight. “Tenant required” fields are discovered during connection and added to the MappingProfile.

Object	Canonical fields	Platform target	Required status	Notes
Record (via Import Set) Idempotent create-or-update	role_title, description, requested_for, cost_center, dates	POST /api/now/import/{staging_table} → transform map	Required	The transform map coalesces on correlation_id: a replayed publish updates the existing record, never duplicates it
Intent ID correlation Carry the Intent ID	intent_id, intent_version	correlation_id on the target task record	Required	Standard task-table field for external-system identifiers (string, max 100); index it in the tenant for reconciliation reads
Catalog request Order a catalog item	catalog_item, variables{}	POST /api/sn_sc/servicecatalog/items/{sys_id}/order_now	Tenant required	Catalog variables live in sc_item_option / sc_item_option_mtom — never insert sc_req_item rows directly via the Table API
Record read-back Read for reconciliation	state, assignment_group, sys_updated_on	GET /api/now/table/{table}?sysparm_query=correlation_id={intent_id}	Required	Poll-first: outbound Business Rules are at-most-once, so drift detection reads back by correlation_id

Developer access

The field-level mapping is for registered developers

Object targets, canonical fields and the Intent ID carrier for ServiceNow, free with a developer account.

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Idempotency & drift: publish + reconcileExpand

Publish operations are idempotent using a deterministic key {intent_id}-{intent_version}-{target_system}. Because humans can change records inside the platform, composerID supports reconciliation: it compares the platform record snapshot to the canonical intent and flags drift.

Tenant specifics

Custom fields & unique mapping

Real deployments rely on program-specific custom fields (for compliance, approvals, GL coding, rate rules or supplier constraints). composerID is designed to generate tenant‑specific mappings rather than forcing you to redesign your intake.

How scanning works

High-level flow

connect_destination() → read required fields + picklists (where permitted) → detect custom fields / extensions → build MappingProfile + validation rules → preflight intent against tenant requirements

What gets produced

Portable artefacts

MappingProfile (tenant-scoped) Capabilities matrix Required-field rules Picklist dictionaries Enrichment prompts Audit spine links (defence_file_ref)

Important: where this platform is tenant-definedExpand

Each ServiceNow instance is a separate tenant with its own tables, ACLs and transform maps. A scoped custom table extending task changes the customer's App Engine licensing position under ServiceNow's Custom Table Guide — verify the entitlement (paid Store apps carry their own tables' entitlement) before committing to a table design. ACLs fail silently on field reads: a publish can 201 while individual fields were dropped, which preflight must catch.

Developer access

Tenant-mapping notes are for registered developers

Where ServiceNow deployments differ tenant to tenant, and what to check before first publish.

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Implement the adapter

Use this page alongside the API + Schemas docs to implement: destination connection, preflight validation, publish, webhook back-sync and reconciliation.

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