Resources · Make integration

ServiceNow Make integrationAutomate ServiceNow with Make.

Your incident queue can move without anyone retyping it. The ServiceNow Make integration gives you 9 modules to work with: one trigger, seven actions and one search. This page goes from the connection to your first scenario, the automation you build in Make and switch on.

Enterprise app This app is reserved to Make's Enterprise plan.

Try the ServiceNow integration on MakeSee the 9 modules

Verified Trustpilot reviews · AI, automation & growth agency

What you can automate

What can the ServiceNow Make integration do for you?

It links your ServiceNow instance to Make so a change on a record can set off work somewhere else, and so other tools can open or edit tickets without anyone signing in to ServiceNow. Nine modules cover that ground, a module being one brick of a scenario: a trigger, an action or a search. In Make's catalog, ServiceNow sits under Customer Support.

Three shapes come back often. Dispatch first: Watch Records picks up the records that just changed and Assign a Ticket names who takes over. Intake next: a form, a shared mailbox or a monitoring probe feeds Create an Incident, so the ticket exists with the wording your team expects. Then keeping two systems level: Search Records finds the matching record and Update a Record writes the new status back.

Now the part worth facing. ServiceNow sits on Make's Enterprise plan, and no lower tier unlocks it, so confirm your workspace is on Enterprise before you promise a rollout to anyone; a ServiceNow account itself is arranged with their sales team rather than opened from a signup page. The connector also works at record level: it reads, writes, deletes and assigns, and none of it redraws a workflow or a form inside ServiceNow. Whatever the 9 modules leave out goes through Make an API Call, which reaches the endpoints ServiceNow's API documentation lists.

ServiceNow also has a node in n8n, so the choice stays open: n8n vs Make lays out the criteria and the ServiceNow n8n integration page covers the same ground on that side. When a scenario stops behaving, Make troubleshooting is the faster read.

Connect

How do you connect ServiceNow to Make?

  1. 01

    Drop in a ServiceNow module

    Inside a scenario, click the plus, search ServiceNow by name and pick any module. The connection panel opens from the module itself, so there is no separate settings screen to hunt for. Click Create a connection to start.

  2. 02

    Name it, then authorize Make

    Give it a name you will recognize later, because a connection is your ServiceNow account linked to Make once and reused by every ServiceNow module after it. Then do what the window asks: sign in on ServiceNow's side to authorize Make, or paste the key ServiceNow hands you.

  3. 03

    Save and go back to the module

    Click Save. The window closes, the module comes back with its fields, and every ServiceNow module you add later offers that same connection in a dropdown instead of asking again.

First scenario

Your first scenario: get every new incident to its owner

GoalWhen a record appears or changes in ServiceNow, Make hands the ticket to the person who takes it.

  1. 01

    Create the scenario

    From the Scenarios page, start a new one and click the plus to place the first module. Nothing runs yet; you are drawing the chain Make will follow.

  2. 02

    Place Watch Records

    Search ServiceNow, choose Watch Records and attach the connection you just made. This module is the starting point: it collects the records created or edited since the last pass.

  3. 03

    Add Assign a Ticket

    Click the plus to the right of the trigger and pick Assign a Ticket. Fill it with the values coming out of the first module rather than typing anything by hand.

  4. 04

    Test with Run once

    Click Run once to execute the chain a single time, then open each module to read the bundles it received. A bundle is one item passing from one module to the next, here one record.

  5. 05

    Schedule it, then switch it on

    Click the clock on the first module to open Scheduling. A new scenario checks every 15 minutes; keep that pace or space it out, then flip the scenario on.

Triggers

What sets a ServiceNow scenario off

1 module starts a scenario when something happens in ServiceNow. A scheduled trigger is checked by Make on the scenario's schedule; an instant one is called by ServiceNow as soon as it happens.

ServiceNow1Watch Records

Watch Records

Scheduled trigger

In Make“Triggers when a record is created or updated.”

Watch Records is the way into ServiceNow: it gathers the records that were just created or edited and passes them to the rest of the chain, one at a time.

How it fires
on a schedule. Make asks ServiceNow what moved, at the pace set on the scenario, so this is a regular check rather than a push from the tool. ServiceNow has no instant trigger here, the kind where an app calls Make through a webhook as soon as something happens.
When to use it
when the work starts inside ServiceNow, an incident a technician opens that has to reach another tool.
Watch out
the gap between two checks is the delay you accept, 15 minutes at the shortest on the free plan, 1 minute on paid plans.
Modules

What ServiceNow can do once it is connected

ServiceNow gives you 8 modules. For each one: what it does for you, when to reach for it, and what to watch out for.

ServiceNow1

Assign a Ticket

Action

In Make“Assigns an incident ticket.”

Assign a Ticket sets who takes over an incident ticket, so a record does not sit unowned while people work out whose turn it is.

When to use it
right behind the trigger, when the routing rule fits in one sentence, like everything coming from one site going to the same team.
ServiceNow2

Create an Incident

Action

In Make“Creates a new incident.”

Create an Incident opens a new incident in ServiceNow from data that reached the scenario somewhere else.

When to use it
when the alert is born outside ServiceNow, in a monitoring probe, a shared mailbox or a customer form, and someone would copy it in by hand otherwise.
Watch out
nothing stops a scenario from opening the same incident twice, so search before you create when the source can repeat itself.
ServiceNow3

Create a Record

Action

In Make“Creates a new record.”

Create a Record writes a new entry into the record type you choose, not only incidents: the rest of the ServiceNow catalog behaves the same way.

When to use it
when the thing to create is not an incident and the scenario already carries every value it takes to fill it.
ServiceNow4

Delete a Record

Action

In Make“Deletes a record.”

Delete a Record removes one record from ServiceNow. Make sends the order, ServiceNow carries it out, the chain moves on.

When to use it
on records your own automation produced, a test batch or a duplicate line, never on something a person filed.
Watch out
there is no undo button in Make. Try it with Run once on a record you can afford to lose.
ServiceNow5

Get a Record

Action

In Make“Gets a specified record.”

Get a Record pulls one known record back with the values ServiceNow holds at that moment, so the rest of the chain works on fresh data instead of a copy.

When to use it
a step after the trigger, when the ticket may have moved on while the scenario was waiting its turn.
ServiceNow6

Make an API Call

Action

In Make“Performs an arbitrary authorized API call.”

Make an API Call is the escape hatch: it sends your own request to the ServiceNow API over the same connection and brings back within reach the parts of ServiceNow the other modules never touch. The endpoints are the ones ServiceNow's API documentation lists.

When to use it
when the module you want does not exist and the alternative is leaving that step to a person.
Watch out
a call counts as an operation, one execution of one module, taken off your plan like any other.
ServiceNow7

Update a Record

Action

In Make“Updates an existing record.”

Update a Record changes a record that already exists instead of adding one, which is what you want when the ticket is open and only its status moved.

When to use it
at the end of a chain that started in another tool, to write the outcome back where the support team reads it.
Watch out
the record has to be identified first, so pair it with the trigger or with Search Records rather than guessing.
ServiceNow8

Search Records

Search

In Make“Searches for records by a filter parameter.”

Search Records goes through ServiceNow with the filter you set and returns what matches. It is the one module of the group that can bring back nothing at all, one record, or several at once.

When to use it
before writing anything, to find out whether the ticket already exists and which one to touch.
Watch out
several results mean the modules after it run once per record, and each pass is an operation on your plan.
Need help

Need help automating ServiceNow with Make?

A person reads every message.

FAQ

Questions that come up next

01Is the ServiceNow connector free in Make?
No. Make's documentation places the ServiceNow app on the Enterprise plan, and no lower tier unlocks it. What the free plan covers everywhere else: 2 active scenarios, 15 minutes minimum between two scheduled runs, 5 minutes of run time, files up to 5 MB and 512 MB of transfer. Paid plans bring that down to a 1 minute interval and 40 minutes of run time, and drop the cap on active scenarios. None of those figures is a price for ServiceNow itself; the plan is the only gate.
02What do you need for the ServiceNow Make integration?
Three things. A ServiceNow account, which is agreed with their sales team rather than opened from a signup form. A Make account on a plan that carries the app. And one connection, created from the first ServiceNow module you place: you name it, you authorize Make from ServiceNow's side or paste the key it gives you, you save. Make's documentation asks for no other prerequisite on this app. From then on, every ServiceNow module you add reuses that same connection.
03Does the ServiceNow trigger react in real time?
No. Watch Records is a scheduled trigger: Make is the one asking ServiceNow what changed, at the pace set on the first module of the scenario. ServiceNow pushes nothing and there is no webhook in that direction, so a change is seen at the next check, not the second it happens. A new scenario comes set to 15 minutes, which is also the floor on the free plan; paid plans allow 1 minute. If a few minutes of lag hurt the process, that gap is what you design around.
04What if a ServiceNow module is missing in Make?
Reach for Make an API Call. It carries your own request to the ServiceNow API on the same connection, so an endpoint with no dedicated module is still reachable from the scenario, and ServiceNow's API documentation is where those endpoints are listed. The trade is that you write the request and read the raw answer, where the 8 other modules hand you tidy fields. Check the plan question first as well: Make documents the ServiceNow app on the Enterprise plan, and no API call gets around that.
05Make or n8n for ServiceNow?
Both, and the choice rarely comes down to ServiceNow itself. Make keeps the whole chain visible as connected modules, which a support team can read and hand off without touching code. n8n ships a ServiceNow node too, and fits better once someone on the team already codes or wants the workflow self-hosted. Look at what the rest of your stack already runs on: mixing platforms for one integration adds a second thing to maintain. Either way, every module or node execution still counts against whichever plan you picked.
Hack'celeration Lab

Get our weekly automation tips.

No spam. Unsubscribe anytime.

Same platform

Other docs you might need on this stack.

Browse all integrations