Servicenow Change Management

Zava Learning — ServiceNow Change Management

Use this skill to record a durable remediation in ServiceNow once the root cause is fixed in code or IaC. It is the single owner of ServiceNow Change Request and attachment operations, and applies after a GitHub PR has been opened (by pr-delivery) for the durable fix.

When to use

• A connectivity/edge or application incident has been root-caused to an IaC (infra/) or application (src/) change, and a GitHub PR has been opened with the fix.
• An operator explicitly asks to open a Change Request or attach an RCA to an existing record.

Do not raise a Change Request for live mitigations alone (deleting an NSG rule, restarting/rolling back a revision) — those are tracked as PagerDuty incident notes. The Change Request tracks the durable code/IaC fix.

Steps

1. Create the Change Request with CreateServiceNowChangeRequest:
   • short_description: one-line summary of the change (symptom + fix).
   • description: the RCA summary including the GitHub PR URL.
   • change_type: normal (default), standard, or emergency for active customer-impacting fixes.
   • implementation_plan / risk as appropriate.
   • Capture the returned change number (e.g. CHG0030042), sys_id, and the ready-to-use clickable link the tool returns. Surface the CR in the Artifacts & links section as a markdown hyperlink [<number>](<link>) using that returned link — never the bare CHG number, which is not clickable. (Do not try to build the URL from a SERVICENOW_URL env var — it is not available in the agent environment; the tool already returns the full clickable link.)
2. Attach the RCA with UploadServiceNowAttachment:
   • table_sys_id: the Change Request sys_id from step 1.
   • file_name: e.g. rca-<symptom>.md.
   • content: the full RCA report (timeline, root cause, fix, verification).
3. Reference the Change Request number back in the PagerDuty incident notes and the GitHub PR.

Notes

• Apply the zava-redaction standard to the description, implementation_plan, and the attached RCA before submitting — mask any secret, token, connection string, or learner PII as [REDACTED:<CLASS>]. The Change Request and its attachment are operator-visible records.
• Credentials (SERVICENOW_URL/USER/PASS) are injected from the agent environment (Key Vault-backed); never request or hardcode them.
• If ServiceNow credentials are not configured, the tools return success: false — report that the Change Request could not be created and continue the incident lifecycle in PagerDuty.