ServiceNow MCP Server

A Model Context Protocol (MCP) server that enables Claude to interact with ServiceNow instances. This server provides tools for querying incidents, searching knowledge base articles, and retrieving specific ServiceNow data.

Features

• 🎫 Incident Management: Query and retrieve ServiceNow incidents with various filters

• 📚 Knowledge Base: Search and retrieve knowledge base articles

• 🔍 Specific Article Lookup: Get detailed information for specific KB articles

• 🔧 Connection Testing: Verify ServiceNow connectivity

• 🔐 JWT Authentication: Secure token-based authentication with automatic refresh

• 🛠️ Token Management: Generate, validate, and refresh JWT tokens

• 📊 Comprehensive Logging: Detailed logging for troubleshooting

Related MCP server: ServiceNow MCP Server

Prerequisites

• Python 3.8 or higher

• ServiceNow instance with API access

• Claude Desktop application

Installation

1. Clone or navigate to the project directory:

   cd /Users/vayyagari/PycharmProjects/snow_mcp_server_gd

2. Activate the virtual environment:

   source .venv/bin/activate

3. Install dependencies:

   pip install -r requirements.txt

Configuration

1. ServiceNow Authentication Configuration

The server supports two authentication methods:

JWT Authentication (Recommended)

Create a .env file in the project root:

# Copy the template file
cp env_template.txt .env

# Edit with your actual credentials
nano .env

Initial Setup with Username/Password:

SERVICENOW_INSTANCE_URL=https://your-instance.service-now.com
SERVICENOW_USERNAME=your_username_here
SERVICENOW_PASSWORD=your_password_here
LOG_LEVEL=INFO

Production Setup with JWT Tokens:

SERVICENOW_INSTANCE_URL=https://your-instance.service-now.com
SERVICENOW_JWT_TOKEN=your_jwt_access_token_here
SERVICENOW_REFRESH_TOKEN=your_jwt_refresh_token_here
JWT_SECRET_KEY=your_secure_secret_key_here
LOG_LEVEL=INFO

2. Claude Desktop Configuration

Option 1: Environment Variables in Claude Config

Update your Claude Desktop configuration file with the server details and credentials:

Location: ~/Library/Application Support/Claude/claude_desktop_config.json (macOS)

{
  "mcpServers": {
    "servicenow": {
      "command": "python",
      "args": ["/Users/vayyagari/PycharmProjects/snow_mcp_server_gd/server.py"],
      "env": {
        "SNOW_INSTANCE_URL": "https://your-instance.service-now.com",
        "SNOW_USERNAME": "your_username_here", 
        "SNOW_PASSWORD": "your_password_here"
      }
    }
  }
}

Option 2: Using .env file (Recommended)

Install python-dotenv and modify the server to load from .env:

{
  "mcpServers": {
    "servicenow": {
      "command": "/Users/vayyagari/PycharmProjects/snow_mcp_server_gd/.venv/bin/python",
      "args": ["/Users/vayyagari/PycharmProjects/snow_mcp_server_gd/server.py"],
      "cwd": "/Users/vayyagari/PycharmProjects/snow_mcp_server_gd"
    }
  }
}

Usage

Starting the Server

The server will start automatically when Claude Desktop connects to it. You can also test it manually:

# Activate virtual environment
source .venv/bin/activate

# Run the server
python server.py

Available Tools

ServiceNow Data Tools

1. Get ServiceNow Incidents

# Example usage in Claude:
get_servicenow_incidents({
  "state": "New", 
  "priority": "1",
  "limit": 10
})

2. Search Knowledge Base

# Example usage in Claude:
search_knowledge_base({
  "search_term": "password reset",
  "limit": 5
})

3. Get Specific Knowledge Article

# Example usage in Claude:
get_knowledge_article({
  "article_id": "KB0010001"
})

4. Test Connection

# Example usage in Claude:
test_connection()

JWT Authentication Tools

5. Generate JWT Token

# Generate initial JWT tokens using username/password
generate_jwt_token({
  "username": "your_username",
  "password": "your_password",
  "instance_url": "https://your-instance.service-now.com"
})

6. Validate JWT Token

# Validate and get information about a JWT token
validate_jwt_token({
  "token": "your_jwt_token_here"
})

7. Refresh JWT Token

# Generate new access token using refresh token
refresh_jwt_token({
  "refresh_token": "your_refresh_token_here"
})

8. Get JWT Token Info

# Get token details without full validation
get_jwt_token_info({
  "token": "your_jwt_token_here"
})

JWT Authentication Workflow

Setting Up JWT Authentication

1. Initial Setup (First Time)

   # Set up initial credentials in .env
   SERVICENOW_INSTANCE_URL=https://your-instance.service-now.com
   SERVICENOW_USERNAME=your_username
   SERVICENOW_PASSWORD=your_password

2. Generate JWT Tokens

   # Use Claude to generate tokens
   generate_jwt_token({
     "username": "your_username",
     "password": "your_password"
   })

3. Update Configuration for Production

   # Update .env with generated tokens
   SERVICENOW_JWT_TOKEN=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9...
   SERVICENOW_REFRESH_TOKEN=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9...
   
   # Optional: Remove username/password for security
   # SERVICENOW_USERNAME=
   # SERVICENOW_PASSWORD=

4. Token Management

   • Tokens expire automatically (default: 24 hours for access tokens)

   • Use validate_jwt_token() to check token status

   • Use refresh_jwt_token() to renew expired tokens

   • Use get_jwt_token_info() to inspect token details

JWT Security Best Practices

• ✅ Use environment variables for token storage

• ✅ Rotate tokens regularly using refresh functionality

• ✅ Set strong JWT secret keys in production

• ✅ Monitor token expiration and refresh proactively

• ❌ Never commit tokens to version control

• ❌ Don't share tokens between environments

• ❌ Avoid logging tokens in production

Troubleshooting

Common Issues

1. "Claude is not connecting"

   • Verify Claude Desktop configuration file path and syntax

   • Check that Python path in config matches your virtual environment

   • Ensure all credentials are correctly set

2. ServiceNow Authentication Errors

   • JWT Token Issues:

     • Verify JWT token hasn't expired using validate_jwt_token()

     • Refresh expired tokens using refresh_jwt_token()

     • Check JWT secret key is set correctly

   • Username/Password Issues:

     • Verify your ServiceNow credentials in .env file

     • Check that your ServiceNow user has API access permissions

     • Confirm the instance URL format (should include https://)

3. Module Import Errors

   • Ensure virtual environment is activated

   • Install all requirements: pip install -r requirements.txt

   • Check that gd-servicenow-api is properly installed

4. Permission Denied Errors

   • Ensure the server.py file is executable

   • Check file permissions: chmod +x server.py

Debug Mode

Enable debug logging by setting in your .env file:

LOG_LEVEL=DEBUG

Testing the Server

Test the server connection manually:

# Activate environment
source .venv/bin/activate

# Test the server
python -c "import asyncio; from server import test_connection; print(asyncio.run(test_connection()))"

Development

Project Structure

snow_mcp_server_gd/
├── .venv/                 # Virtual environment
├── server.py             # Main MCP server
├── requirements.txt      # Python dependencies
├── claude_desktop_config.json  # Claude configuration example
├── .env.example         # Environment variables template
└── README.md           # This file

Adding New Tools

To add new ServiceNow tools:

1. Define a new Pydantic model for request validation

2. Create a new @server.tool() decorated function

3. Import and use appropriate ServiceNow API functions

4. Handle errors and return structured responses

Security Notes

• Never commit .env files with real credentials to version control

• Use environment variables or secure credential management

• Ensure ServiceNow user has minimal required permissions

• Consider using OAuth or certificate-based authentication for production

Support

• Check ServiceNow API documentation for field names and query options

• Review MCP protocol documentation at https://modelcontextprotocol.io/

• Enable debug logging for detailed error information

License

This project is licensed under the MIT License.