ServiceNow Asset Management Setup

This guide is for teams that want a dedicated asset-management agent instead of overloading a general ServiceNow support agent. It keeps query, create, update, and delete actions separate so each operation is easier to govern and debug.

Overview

The Asset Management agent uses four separate actions for different operations:

1. Asset Query and Details - Search and retrieve asset information
2. Asset Creation - Add new assets to ServiceNow
3. Asset Update - Modify existing asset records
4. Asset Deletion - Remove assets from the system

Architecture

ServiceNow Asset Management Agent
├── Action 1: Query and Get Assets
├── Action 2: Create Assets
├── Action 3: Update Assets
└── Action 4: Delete Assets

Scope: Core Asset Records (alm_asset table)

These actions manage hardware asset records directly in the alm_asset table - the core table containing actual assets (laptops, monitors, phones, servers, etc.).

Your actions WILL handle:

• ✅ Querying existing assets (by tag, model, location, status, assigned user)
• ✅ Creating new asset records directly
• ✅ Updating asset details (assignment, location, status, warranty)
• ✅ Deleting assets from the system

Your actions will NOT handle (different tables/workflows):

• ❌ Asset requests workflow (ast_request table) - Formal request/approval process for new assets
• ❌ Transfer orders (alm_transfer_order table) - Asset transfers between locations
• ❌ Stock orders/stockroom operations (alm_stockroom_transfer table) - Inventory replenishment

Note: To enable asset requests, transfer orders, or stock management capabilities, create additional actions targeting those specific ServiceNow tables. The current setup focuses on direct asset record management, which covers most asset management needs.

Prerequisites: ServiceNow User and Authentication Setup

ServiceNow Integration User

Create a dedicated ServiceNow service account for asset management operations.

Username: servicenow_asset_manager
Required ServiceNow Roles:

• itil - Standard ITIL user access (includes basic asset read/write)
• asset - Asset management permissions (create, update, delete assets)
• rest_api_explorer - REST API access

Optional Enhanced Permissions:

• admin - Full administrative access (only if your organization requires elevated permissions for asset operations)

Permissions:

• Read/Write: alm_asset table (asset records)
• Read: cmdb_model table (asset models)
• Read: cmn_location table (locations)
• Read: sys_user table (user assignments)

User Creation Steps

1. Log into ServiceNow as admin
2. Navigate to: User Administration > Users
3. Click "New"
4. Fill in:
   - User ID: servicenow_asset_manager
   - First name: ServiceNow Asset
   - Last name: Manager Service Account
   - Email: servicenow-assets@your-domain.com
   - Active: ✓
   - Password needs reset: ☐ UNCHECK THIS (important for API access)
5. Click "Submit"
6. Set Password:
   - Right-click the header bar > "Set Password"
   - Enter a secure password
   - Save the password for OAuth token generation
7. Open the user record
8. Go to "Roles" tab
9. Add roles: itil, asset, rest_api_explorer
10. Save

Generate OAuth Bearer Token

📘 For complete OAuth token generation instructions, see: SERVICENOW_OAUTH_SETUP.md

The OAuth setup guide provides:

• OAuth application configuration in ServiceNow
• Token generation using cURL, PowerShell, and Python
• Token refresh procedures
• Troubleshooting common OAuth issues

Generate token for user: servicenow_asset_manager

Save the access token - You’ll need it when configuring each action in Step 1.

Authentication Configuration for Actions

When creating each action (query, create, update, delete), use the same authentication:

Authentication Type: key (Bearer Token)
Key: Bearer YOUR_ACCESS_TOKEN

Important: All four actions use the same bearer token from the servicenow_asset_manager user.

Step 1: Create ServiceNow Actions

Action 1: Query and Get Assets

Action Name: servicenow_query_assets
Display Name: ServiceNow - Query Assets
Description: Query assets and retrieve asset details from ServiceNow
Type: openapi

OpenAPI Specification: See servicenow_query_assets_openapi.json

Key Operations:

• queryAssets - Search and filter assets with query parameters
• getAssetDetails - Retrieve full details for a specific asset by sys_id

Endpoint: https://YOUR-INSTANCE.service-now.com/api/now

Authentication:

• Type: key
• Key: YOUR_BEARER_TOKEN

Action 2: Create Assets

Action Name: servicenow_create_asset
Display Name: ServiceNow - Create Asset
Description: Create new assets in ServiceNow
Type: openapi

OpenAPI Specification: See servicenow_create_asset_openapi.json

Key Operation:

• createAsset - Create new asset with required fields (asset_tag, display_name)

Required Fields:

• asset_tag - Unique asset identifier
• display_name - Display name for the asset

Optional Fields: model, serial_number, assigned_to, location, install_status, purchase_date, warranty_expiration, cost, department, managed_by, owned_by, comments

Endpoint: https://YOUR-INSTANCE.service-now.com/api/now

Action 3: Update Assets

Action Name: servicenow_update_asset
Display Name: ServiceNow - Update Asset
Description: Update existing assets in ServiceNow
Type: openapi

OpenAPI Specification: See servicenow_update_asset_openapi.json

Key Operation:

• updateAsset - Update asset fields using PATCH method

⚠️ CRITICAL: Always query for sys_id first using asset_tag, then update

Updatable Fields: display_name, assigned_to, assignment_group, location, install_status, substatus, serial_number, warranty_expiration, cost, department, managed_by, owned_by, comments

Endpoint: https://YOUR-INSTANCE.service-now.com/api/now

Action 4: Delete Assets

Action Name: servicenow_delete_asset
Display Name: ServiceNow - Delete Asset
Description: Delete assets from ServiceNow
Type: openapi

OpenAPI Specification: See servicenow_delete_asset_openapi.json

Key Operation:

• deleteAsset - Permanently delete an asset from ServiceNow

⚠️ WARNING: This is a destructive operation. Always confirm with user before deleting. Consider retiring assets (install_status=7) instead of deletion.

⚠️ CRITICAL: Query for sys_id first using asset_tag, then delete

Endpoint: https://YOUR-INSTANCE.service-now.com/api/now

Step 2: Create Asset Management Agent

Agent Configuration

Agent Name: servicenow_asset_management
Display Name: ServiceNow Asset Manager
Description: AI agent for ServiceNow asset management - query, create, update, and delete assets
Model: gpt-4o or gpt-4.1

Actions to Load:

• servicenow_query_assets
• servicenow_create_asset
• servicenow_update_asset
• servicenow_delete_asset

Agent Instructions File

Upload the agent instructions file: servicenow_asset_management_agent_instructions.txt

Key Instruction Highlights:

• No-narration execution pattern (execute silently, show results only)
• Critical two-call pattern for updates/deletes (query for sys_id first, then operate)
• Install status mappings (1=In use, 6=In stock, 7=Retired)
• Progressive search for large result sets
• Delete confirmation workflow (show details, wait for confirmation, then delete)
• Required field validation for asset creation
• Formatted response templates (markdown tables, success messages)

Step 3: Testing the Setup

Test Queries

1. Query assets:

   Show me all active assets
   

2. Get asset details:

   Get details for asset P1000234
   

3. Create asset: ``` Create a new laptop asset:
   • Tag: P1000500
   • Display Name: Jane’s Laptop
   • Model: Dell Latitude 5420
   • Assigned to: Jane Smith
   • Status: In stock ```
4. Update asset:

   Update asset P1000234 to assign it to Bob Johnson
   

5. Delete asset:

   Delete asset P1000999
   

Common Issues and Solutions

Issue: “Asset not found” when updating

Solution: Always query for sys_id first:

1. queryAssets(sysparm_query="asset_tag=P1000234")
2. Extract sys_id from result
3. updateAsset(sys_id="...", ...)

Issue: Create fails with missing fields

Solution: Check required fields:

• asset_tag (required)
• display_name (required)

Issue: Agent narrates instead of executing

Solution: Review agent instructions - ensure “DO NOT narrate” section is prominent.

Advanced Configuration

Custom Asset Fields

If your ServiceNow instance has custom fields, add them to the OpenAPI schema:

"custom_field_name": {
  "type": "string",
  "description": "Custom field description"
}

Asset Statistics

Add a statistics operation similar to incident stats:

"/stats/alm_asset": {
  "get": {
    "operationId": "getAssetStats",
    "description": "Get asset statistics grouped by category, status, etc."
  }
}

Files to Create

1. ✅ Four action manifests in Admin → Actions
2. ✅ Agent manifest in Admin → Agents
3. ✅ Agent instructions file: servicenow_asset_management_agent_instructions.txt
4. ✅ This README for reference

Next Steps

1. Create the four actions in the admin interface
2. Create the asset management agent
3. Link the four actions to the agent
4. Upload the instructions file
5. Test with sample queries
6. Expand instructions based on your specific asset management workflows

Questions or Issues?

Refer to the ServiceNow API documentation for additional field definitions and query patterns: https://developer.servicenow.com/dev.do#!/reference/api/vancouver/rest/c_TableAPI