ConfigBot for ServiceNow - Robotics ITSM

The process of testing and validating Access Control Lists (ACLs) in ServiceNow is highly time-consuming due to the extensive back-and-forth required to verify form access for different users. The ConfigBot for ServiceNow Robotics - ITSM significantly streamlines this process, making it faster, more efficient, and less error-prone, ensuring comprehensive validation without missing any access scenarios 

The following article explains how to use the Robotics ITSM module in ConfigBot to analyze associated CRUD operations in ITSM modules. 

Step 1: Log in to ConfigBot 

Enter your username and password on the login page, then click Submit to access your ConfigBot portal. 

Step 2: Access the Robotics ITSM Module 

From the ConfigBot dashboard, navigate to the Robotics, and click on Robotics ITSM module tile to open it. 

Step 3: Create a New Iteration 

Click the Add New Iteration button

• Enter the Iteration Number 
• Select the Workspace or ADD NEW Workspace 
• Enter Host Address 
• Choose the Instance Type 
• Enter your Company ID and Username 
• Add a short Description 
• Then click Submit to create the iteration. 

After filling in all details, click Submit to create your iteration. 

Step 4: Prepare Sheet (Initial Execution) 

Once the iteration is created, click on the Hamburger Menu and select Prepare Sheet.

In the pop-up window: 

• Enter your ServiceNow password 
• Add any execution notes (optional) 
• Select Prepare Sheet (to only backfill the data) 
• Click Confirm and Start to process execution 

This step prepares the workbook with the basic configuration setup. 

Step 5: Configure Data in Workbook 

Once status shows complete click on sheet icon to open generated workbook 

Navigate to the desired Sheet. (Incident, Problem, or Change Request)

Here you can see incident sheet, with successfully backfilled all field from instance 

To Execute Read, Right, and Delete operations fill the data from Row 1 to Row 5 as per the below given details: 

• In Row 1- provide the desired userID, or leave it blank so it will consider the login person 
• In Row 2- Provide Incident Number on which you want to verify CRUD operations. 
• In Row 3- Provide the Specific operation (Read, Write, or Delete) it is mandatory to provide operation . 
• In Row 4- Provide Yes/No for the default form view or workspace view if the provided value is Yes then field validation occurs agent workspace form. 
• In Row 5- Provide Yes/No to capture snapshots that will be visible in logs. 

Make sure to pending the status of each record before running automation. 

Step 6: Start Configuration. 

Once your configuration data is set: 

• Return to your iteration in ConfigBot. 
• Click the Hamburger Menu and select Request Reprocess. 

Click the Hamburger Menu again and select Start Automation 

In the pop-up window: 

• Enter your ServiceNow password 
• Add any notes 
• Select the Incident checkbox as we only filled the Incident sheet (same config for every sheet) 
• Click Confirm and Start to execute 

Step 7: Monitor Progress 

You can click the Information (ℹ️) icon on your iteration to monitor the processing status in real time and Logs.  

Once the execution Complete, proceed to review your results.

Open the workbook, here you can see the columns become green and red. 

Column with green highlighted cells shows that the user has access to respective operation while the red shows access is denied. 

You can also see the logs for specific record details. 

To Create and Update Record: 

• To create new incident, leave the incident number cell blank, and to update an incident provide that incident number. 
• Fill the data in the sheet, for each field fill relevant data. 

• Make sure to Pending the records. 
• Repeat Step 6. 

Once the status shows complete, open workbook

Here you can see the bot generated incident number automatically, means the incident created successfully, red highlighted cells show the read only field which cannot be update.

See, instead of manually verifying by impersonating each user and navigate to record,  ConfigBot’s  Robotics ITSM module automate the entire process, providing comprehensive structured sheet where we can verify and create bulk of records in a single execution. 

Thank you! 

Updated on: 01/20/2026