Ansible Collection for ServiceNow ITSM

The Ansible Collection for ServiceNow IT Service Management (ITSM) provides Ansible content that enables users to automate the management of ServiceNow ITSM processes such as incidents, change requests, service catalogs, configuration items, and more.

This collection is ideal for IT administrators, DevOps engineers, and automation specialists who work with ServiceNow and want to integrate its capabilities into their infrastructure automation workflows.

Requirements

• Ansible-Core: >= 2.15.0
• Python: With ansible-core, as listed for control nodes here
• No additional Python libraries or external Ansible collections are required.
• A ServiceNow instance and user credentials are required for module authentication.

Installation

Install the collection from Ansible Galaxy using:

ansible-galaxy collection install servicenow.itsm

Or include it in a requirements.yml file:

collections:
  - name: servicenow.itsm

To upgrade the collection to the latest version:

ansible-galaxy collection install servicenow.itsm --upgrade

To install a specific version:

ansible-galaxy collection install servicenow.itsm:==1.0.0

See the full guide on using Ansible collections for more.

Use Cases

Here are a few common automation scenarios enabled by this collection:

1. Incident Management: Automatically create, update, and query incidents during CI/CD pipelines or event-driven automation.
2. Change Management: Trigger change requests and manage their lifecycle in coordination with deployment processes.
3. Configuration Item (CI) Updates: Automate the creation and update of CIs in CMDB during system provisioning.
4. Service Catalog Integration: Provision and manage items from the service catalog through Ansible playbooks.
5. Attachment Handling: Upload or retrieve documents from records to streamline workflows.

Inventory Plugins

Modules

Example Usage

Using FQCN:

- name: Retrieve incidents by number
  servicenow.itsm.incident_info:
    instance:
      host: https://dev12345.service-now.com
      username: user
      password: pass
    number: INC0000039
  register: result

With collections keyword:

collections:
  - servicenow.itsm

tasks:
  - incident_info:
      instance:
        host: https://dev12345.service-now.com
        username: user
        password: pass
      number: INC0000039
    register: result

Using environment:

---
- name: Test SNOW with blocks
  hosts: localhost
  become: false
  gather_facts: false
  vars:
    sn_host: https://hostname.example.com
    sn_username: username
    sn_password: password
  tasks:
    - name: Perform several ServiceNow tasks with the same credentials
      block:
        - name: Create test incident with attachment
          servicenow.itsm.incident:
            caller: admin
            state: new
            short_description: Test incident
            impact: low
            urgency: low
          register: test_incident
      environment:
        SN_HOST: "{{ sn_host }}"
        SN_USERNAME: "{{ sn_username }}"
        SN_PASSWORD: "{{ sn_password }}"

Testing

This collection is tested with: - Ansible-Core >= 2.15.0 - Python, as specified for control nodes here - Supported ServiceNow versions according to the table below

Known exceptions or compatibility issues will be tracked via the GitHub Issues page.

Contributing

We welcome contributions! Open an issue or a pull request on the GitHub repository: - https://github.com/ansible-collections/servicenow.itsm

Guidelines: - https://docs.ansible.com/ansible/devel/community/contributing_maintained_collections.html#contributing-maintained-collections

Join us on: - IRC: #ansible-community on irc.libera.chat - Ansible Forum

More: Ansible Community Guide and Communication

Support

Support is provided via: - GitHub issues: https://github.com/ansible-collections/servicenow.itsm/issues - Community channels listed above - Maintained versions are clearly indicated in the release table

Release Notes and Roadmap

• CHANGELOG.rst

Publishing New Version

# Sync with upstream
git checkout main && git pull && git fetch upstream && git merge upstream/main

# Prepare release
ansible-playbook scripts/prepare_release.yml --extra-vars "version=$VERSION"

# Push and open PR
git push --set-upstream origin prepare_$VERSION_release

# After PR is merged
git checkout main && git pull && git fetch upstream && git merge upstream/main
git tag -s $VERSION
git push upstream $VERSION

Related Information

• Ansible Collection overview
• Ansible User guide
• Ansible Developer guide
• ServiceNow ITSM

License Information

This collection is licensed under the GNU General Public License v3.0 or later. See: https://www.gnu.org/licenses/gpl-3.0.txt