Using ServiceNow actions in action flows

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<p id="docs-hc-snippet" style="display: none;">Before you can include external actions in your action flows, you must connect the action builder to the external system.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can connect action flows to ServiceNow to automate creating, updating, searching, and looking up incidents, cases, and users. Use OAuth with a dedicated service account for secure integration. This connection lets you manage ITSM incidents and customer service cases directly within your workflows, improving collaboration and data accuracy across platforms.</p>
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<div class="body">

<div class="p">By connecting the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855513857306" target="_blank">action builder</a> to external systems, such as ServiceNow,
admins can integrate Zendesk with external systems in automated workflows, improving
collaboration and maintaining a seamless experience across multiple platforms.<div class="note" id="zug_action_flow_external_ServiceNow__note_i2z_jtz_v3c">
<span class="notetitle">Note:</span> The steps associated with external systems in action flows are
referred to collectively as <em class="ph i">external actions</em>.</div>
</div>
<div class="p">This article contains the following topics:<ul class="ul" id="zug_action_flow_external_ServiceNow__ul_ysp_sn4_zgc">
<li class="li"><a class="xref" href="#topic_fcs_gtn_g3c">Connecting ServiceNow to action builder</a></li>
<li class="li"><a class="xref" href="#topic_z1q_htn_g3c">Using ServiceNow actions in action flows</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fcs_gtn_g3c">
<h2 class="title topictitle2" id="ariaid-title2">Connecting ServiceNow to action builder</h2>
<div class="body">
<p class="p">Before you can include external actions in your action flows, you must connect the
action builder to the external system.</p>
<div class="p">When connecting to external systems for use in action flows, the following best practices are recommended:<ul class="ul" id="topic_fcs_gtn_g3c__d8e13">
<li class="li">All external actions performed by an action flow are attributed to the user who connected the
external system. Therefore, it's a best practice to use a dedicated service
account rather than personal credentials when connecting to each external
system.</li>
<li class="li">All integrations request access to necessary scopes. However, it's important that you review and validate the scopes before authorizing the connection to the external system.</li>
<li class="li">When managing credentials for API key-based tools, such as OpenAI, it's best to store keys in a secure vault or credential manager.</li>
</ul>
</div>
<p class="p"><strong class="ph b">To set up OAuth in ServiceNow</strong></p>
<p class="p">Before connecting, you must register an OAuth application in ServiceNow.</p>
<p class="p">The ServiceNow connection requires the <code class="ph codeph">useraccount</code> OAuth scope,
which enables read and write access to ServiceNow user accounts, incidents, cases,
and related records. Review the scope carefully before authorizing the connection.
This permission allows action flows to create and modify ServiceNow records on your
behalf.</p>
<div class="p">
<ol class="ol" id="topic_fcs_gtn_g3c__ol_ikn_rrd_1kc">
<li class="li" dir="ltr">Log into your ServiceNow instance as an admin.</li>
<li class="li" dir="ltr">Navigate to <strong class="ph b">System OAuth</strong> &gt; <strong class="ph b">Application
Registry</strong>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">New</strong> &gt; <strong class="ph b">Create an OAuth API endpoint for external
clients</strong>.</li>
<li class="li" dir="ltr">Enter a name for your application (for example, "Zendesk Action
Flows").</li>
<li class="li" dir="ltr">Set the Redirect URL to the value provided in the Zendesk
connection dialog.</li>
<li class="li" dir="ltr">Copy the Client ID and Client Secret values.</li>
<li class="li" dir="ltr">Save the application registry entry.</li>
</ol>
</div>
<div class="p">
<strong class="ph b">To connect action builder to ServiceNow</strong><ol class="ol" id="topic_fcs_gtn_g3c__ol_psh_lk4_zgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_apps_integrations_icon.png">
<strong class="ph b">Apps and integrations</strong> in the sidebar, then select <strong class="ph b">Actions &gt; Action
flows</strong>.</span></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">Create</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9052312956570" target="_blank">edit</a> an action flow.</li>
<li class="li">Open the step sidebar.</li>
<li class="li">Under <strong class="ph b">External actions</strong>, click <strong class="ph b">ServiceNow</strong>.</li>
<li class="li">Click <strong class="ph b">Connect</strong>.</li>
<li class="li">Enter your ServiceNow instance subdomain (for example, "dev12345" from
dev12345.service-now.com).</li>
<li class="li">Enter your OAuth Client ID and OAuth Client Secret from your ServiceNow
application registry.</li>
<li class="li">Follow ServiceNow's prompts to authenticate and complete the
connection.<div class="note" id="topic_fcs_gtn_g3c__note_ilr_mtz_v3c">
<span class="notetitle">Note:</span> All external actions performed by
an action flow are attributed to the user who connected the external
system. Therefore, it is a best practice to use a dedicated service
account rather than personal credentials when connecting to each
external system.</div>
</li>
</ol>
</div>
<p class="p">After you've connected to the system, you'll see an indicator that it's connected and
details about the instance you're connected to, as well as the actions available for
ServiceNow.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_z1q_htn_g3c">
<h2 class="title topictitle2" id="ariaid-title3">Using ServiceNow actions in action flows</h2>
<div class="body">
<div class="p">The following ServiceNow actions are available:<ul class="ul" id="topic_z1q_htn_g3c__ul_jby_q44_zgc">
<li class="li"><a class="xref" href="#topic_lck_r44_zgc">Create incident</a></li>
<li class="li"><a class="xref" href="#topic_epg_35z_v3c">Update incident</a></li>
<li class="li"><a class="xref" href="#topic_vmc_h5z_v3c">Search incidents</a></li>
<li class="li"><a class="xref" href="#topic_alf_24q_jjc">Lookup incident</a></li>
<li class="li"><a class="xref" href="#topic_rcd_lxm_pjc">Create case</a></li>
<li class="li"><a class="xref" href="#topic_mjr_j4q_jjc">Update case</a></li>
<li class="li"><a class="xref" href="#topic_wfm_m4q_jjc">Search cases</a></li>
<li class="li"><a class="xref" href="#topic_vmr_lkz_jjc">Lookup case</a></li>
<li class="li"><a class="xref" href="#topic_lqp_skz_jjc">Lookup user</a></li>
<li class="li"><a class="xref" href="#topic_lvn_1nz_jjc">Search users</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_lck_r44_zgc">
<h3 class="title topictitle3" id="ariaid-title4">Creating an incident</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Create incident</em> action to create a new ITSM incident record in
ServiceNow. This action dynamically loads all available fields (standard and
custom) from your ServiceNow incident table at runtime. </p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lck_r44_zgc__table_dgb_n11_w3c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e289" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e291" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e289" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e291" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Short Description</code>,
<code class="ph codeph">Caller</code><p class="p">Optional: Dynamic fields
loaded from your ServiceNow instance (standard and
custom fields)</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e289" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e291" style="text-align:left;vertical-align:top;">Incident details including sys_id, number, short
description, state, priority, assignment information,
timestamps, and activity status.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_epg_35z_v3c">
<h3 class="title topictitle3" id="ariaid-title5">Updating an incident</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Update incident</em> action to modify fields and status of an existing
ServiceNow incident. This action dynamically loads all available incident fields
from your ServiceNow instance.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_epg_35z_v3c__table_xf2_1jz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e359" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e361" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e359" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e361" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Sys ID</code><p class="p">Optional: Dynamic
fields loaded from your ServiceNow instance (standard
and custom fields)</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e359" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e361" style="text-align:left;vertical-align:top;">Updated incident details including sys_id, number,
description, state, priority, assignment information,
resolution details, and timestamps.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_vmc_h5z_v3c">
<h3 class="title topictitle3" id="ariaid-title6">Searching for incidents</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Search incidents</em> action to find incidents matching specific filter
criteria.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_vmc_h5z_v3c__table_qtw_kjz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e426" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e428" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e426" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e428" style="text-align:left;vertical-align:top;">Optional: <code class="ph codeph">Number</code>, <code class="ph codeph">Short
Description</code>, <code class="ph codeph">State</code>,
<code class="ph codeph">Priority</code>, <code class="ph codeph">Assignment
Group</code>, <code class="ph codeph">Assigned To</code>,
<code class="ph codeph">Caller</code>, <code class="ph codeph">Category</code>,
<code class="ph codeph">Active</code>, <code class="ph codeph">Opened At
From</code>, <code class="ph codeph">Opened At To</code>,
<code class="ph codeph">Created From</code>, <code class="ph codeph">Created
To</code>, <code class="ph codeph">Limit</code>,
<code class="ph codeph">Offset</code>, <code class="ph codeph">Query</code><p class="p">All
search filters are optional. Combine multiple filters to
narrow results. Use Limit and Offset for
pagination.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e426" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e428" style="text-align:left;vertical-align:top;">Array of incident objects containing sys_id, number,
descriptions, state, priority, assignment details, dates,
and activity information, plus total count and pagination
flag.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_alf_24q_jjc">
<h3 class="title topictitle3" id="ariaid-title7">Looking up an incident</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Lookup incident</em> action to retrieve a single incident by sys_id or
incident number.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_alf_24q_jjc__table_yhf_pjz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e541" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e543" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e541" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e543" style="text-align:left;vertical-align:top;">Optional: <code class="ph codeph">Sys ID</code>, <code class="ph codeph">Incident
Number</code>, <code class="ph codeph">Display Value</code>,
<code class="ph codeph">Exclude Reference Link</code><p class="p">You must
provide <code class="ph codeph">Sys ID</code> or <code class="ph codeph">Incident
Number</code> to look up an incident.</p>
<p class="p">Use
Display Value to control whether reference fields return
sys_ids or display names.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e541" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e543" style="text-align:left;vertical-align:top;">Complete incident details including sys_id, number,
descriptions, state, priority, urgency, impact, assignment
information, caller details, resolution details, timestamps,
and SLA information.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_rcd_lxm_pjc">
<h3 class="title topictitle3" id="ariaid-title8">Creating a case</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Create case</em> action to create a new customer service case in
ServiceNow CSM. This action dynamically loads all available fields from your
ServiceNow case table. </p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_rcd_lxm_pjc__table_kd3_mxm_pjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e625" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e627" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e625" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e627" style="text-align:left;vertical-align:top;">Required: If dynamic loading fails, this action requires
<code class="ph codeph">Short Description</code>,
<code class="ph codeph">Account</code>, <code class="ph codeph">Contact</code>, and
<code class="ph codeph">State</code> as minimum fields.<p class="p">Optional:
Dynamic fields loaded from your ServiceNow case
table.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e625" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e627" style="text-align:left;vertical-align:top;">Case details including sys_id, number, short description,
state, priority, category, account and contact information,
assignment details, and timestamps. </td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_mjr_j4q_jjc">
<h3 class="title topictitle3" id="ariaid-title9">Updating a case</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Update case</em> action to modify fields and status of an existing
ServiceNow case. This action dynamically loads all available case fields from
your ServiceNow instance.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_mjr_j4q_jjc__table_n25_xjz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e702" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e704" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e702" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e704" style="text-align:left;vertical-align:top;">Required: <code class="ph codeph">Sys ID</code><p class="p">Optional: Dynamic
fields loaded from your ServiceNow case table (standard
and custom fields)</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e702" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e704" style="text-align:left;vertical-align:top;">Updated case details including sys_id, number,
description, state, priority, assignment information,
escalation status, and timestamps.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_wfm_m4q_jjc">
<h3 class="title topictitle3" id="ariaid-title10">Searching for cases</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Search cases</em> action to find customer service cases matching
specific filter criteria.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_wfm_m4q_jjc__table_zlg_ckz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e769" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e771" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e769" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e771" style="text-align:left;vertical-align:top;">Optional: Multiple filter fields including case number,
description, state, priority, account, contact, assignment
details, dates, and pagination controls.<p class="p">All search
filters are optional. Combine multiple filters to narrow
results. Use Limit and Offset for
pagination.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e769" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e771" style="text-align:left;vertical-align:top;">Array of case objects containing sys_id, number,
descriptions, state, priority, account and contact
information, assignment details, and timestamps, plus total
count and pagination flag.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_vmr_lkz_jjc">
<h3 class="title topictitle3" id="ariaid-title11">Looking up a case</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Lookup case</em> action to retrieve a single case by sys_id or case
number. </p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_vmr_lkz_jjc__table_wmr_lkz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e834" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e836" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e834" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e836" style="text-align:left;vertical-align:top;">Optional: <code class="ph codeph">Sys ID</code>, <code class="ph codeph">Case
Number</code>, <code class="ph codeph">Display Value</code>,
<code class="ph codeph">Exclude Reference Link</code> (at least one of
Sys ID or Case Number required)<p class="p">You must provide either
Sys ID or Case Number to lookup a case. Use Display
Value to control whether reference fields return sys_ids
or display names.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e834" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e836" style="text-align:left;vertical-align:top;">Complete case details including sys_id, number,
descriptions, state, priority, account and contact
information, assignment details, resolution information, and
timestamps.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested2" id="topic_lqp_skz_jjc">
<h3 class="title topictitle3" id="ariaid-title12">Looking up a user</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Lookup user</em> action to retrieve a single ServiceNow user by sys_id
or email address.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lqp_skz_jjc__table_nqp_skz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e911" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e913" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e911" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e913" style="text-align:left;vertical-align:top;">Optional: <code class="ph codeph">Sys ID</code>,
<code class="ph codeph">Email</code>, <code class="ph codeph">Display Value</code>,
<code class="ph codeph">Active</code> (at least one of Sys ID or Case
Number required)<p class="p">You must provide either Sys ID or Email
to look up a user. Use the Active filter to return only
active users.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e911" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e913" style="text-align:left;vertical-align:top;">User details including sys_id, username, first and last
name, full name, email, active status, job title,
department, manager, phone numbers, timezone, and creation
date</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_lvn_1nz_jjc">
<h3 class="title topictitle3" id="ariaid-title13">Searching for users</h3>
<div class="body">
<p class="p">Use the <em class="ph i">Search users</em> action to find ServiceNow users by name, email,
username, or department.</p>
<p class="p">This action has the following inputs and outputs:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_lvn_1nz_jjc__table_nvn_1nz_jjc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<thead class="thead" style="text-align:left;">
<tr class="row">
<th class="entry cellrowborder" id="d89e989" style="text-align:left;vertical-align:top;"> </th>
<th class="entry cellrowborder" id="d89e991" style="text-align:left;vertical-align:top;">Variables</th>
</tr>
</thead>
<tbody class="tbody">
<tr class="row">
<td class="entry cellrowborder" headers="d89e989" style="text-align:left;vertical-align:top;">Inputs</td>
<td class="entry cellrowborder" headers="d89e991" style="text-align:left;vertical-align:top;">
<p class="p">Optional: <code class="ph codeph">Name</code>, <code class="ph codeph">Email</code>,
<code class="ph codeph">Username</code>, <code class="ph codeph">Active</code>,
<code class="ph codeph">Department</code>, <code class="ph codeph">Limit</code>,
<code class="ph codeph">Offset</code></p>
<p class="p">All search filters are optional and support partial
matching (except Username which requires exact match).
Use Limit and Offset for pagination.</p>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d89e989" style="text-align:left;vertical-align:top;">Output</td>
<td class="entry cellrowborder" headers="d89e991" style="text-align:left;vertical-align:top;">Array of user objects containing sys_id, username, names,
email, active status, job title, department, manager,
contact information, and timezone, plus total count and
pagination flag.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
</div>
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