---
availability: INSTALLABLE
description: A plugin that allows employees retrieve Configuration Item (CI) records
directly from the ServiceNow CMDB in the Moveworks AI Assistant.
installation_asset_uuid: 0e40214f-eb5f-4275-b88e-ebeb5bb8a5aa
name: Look Up CMDB Items
purple_chat_link: https://marketplace.moveworks.com/purple-chat?conversation=%7B%22messages%22%3A%5B%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22look+up+CMDB+items%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Clarifying+user+intent+by+presenting+common+CMDB+categories+to+narrow+down+the+search.%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EThere+are+many+types+of+CMDB+items.+Which+category+do+you+want+to+view%3F%3C%2Fp%3E%3Cul+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3E%3Cli%3E%3Cp%3EServers%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3EApplications%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3ENetwork+devices%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3EDatabases%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3EEnd-user+devices%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3ECloud+resources%3C%2Fp%3E%3C%2Fli%3E%3C%2Ful%3E%22%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22servers%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Further+refining+the+search+based+on+user%27s+selection+of+%27servers%27+by+suggesting+common+server+subtypes+or+related+contexts.%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3ESure+%E2%80%94+do+you+want+to+look+up%3A%3C%2Fp%3E%3Cul+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3E%3Cli%3E%3Cp%3EApplication+servers%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3EDatabase+servers%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3EWeb+servers%3C%2Fp%3E%3C%2Fli%3E%3C%2Ful%3E%22%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3Eapplication+servers+for+payroll%3C%2Fp%3E%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EGot+it.+Looking+up+CMDB+records+for+%3Ci%3EPayroll+Application+Servers%3C%2Fi%3E+in+ServiceNow...%3C%2Fp%3E%22%7D%2C%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Querying+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EServiceNow%3C%2Fb%3E%27s+%3Ccode+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3Ecmdb_ci_server%3C%2Fcode%3E+table+for+servers+related+to+%27Payroll%27+applications.%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EI+found+3+matching+servers%3A%3C%2Fp%3E%3Col+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3E%3Cli%3E%3Cp%3E%3Cb%3EPayroll-AppServer-01%3C%2Fb%3E+%28Operational+%E2%80%93+Production%29%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EPayroll-AppServer-02%3C%2Fb%3E+%28Maintenance+Mode+%E2%80%93+Staging%29%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EPayroll-AppServer-DR01%3C%2Fb%3E+%28Operational+%E2%80%93+Disaster+Recovery%29%3Cbr+%2F%3EWhich+one+do+you+want+details+for%3F%3C%2Fp%3E%3C%2Fli%3E%3C%2Fol%3E%22%7D%2C%7B%22citations%22%3A%5B%7B%22connectorName%22%3A%22servicenow%22%2C%22citationTitle%22%3A%22Payroll-AppServer-01%22%7D%2C%7B%22connectorName%22%3A%22servicenow%22%2C%22citationTitle%22%3A%22Payroll-AppServer-02%22%7D%2C%7B%22connectorName%22%3A%22servicenow%22%2C%22citationTitle%22%3A%22Payroll-AppServer-DR01%22%7D%5D%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22Payroll-AppServer-01.%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Fetching+detailed+CMDB+record+for+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EPayroll-AppServer-01%3C%2Fb%3E+from+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EServiceNow%3C%2Fb%3E.%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EHere+are+the+CMDB+details+for+%3Cb%3EPayroll-AppServer-01%3C%2Fb%3E%3A%3C%2Fp%3E%3Cul+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3E%3Cli%3E%3Cp%3E%3Cb%3EClass%3A%3C%2Fb%3E+Application+Server+%28%3Ccode%3Ecmdb_ci_server%3C%2Fcode%3E%29%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EStatus%3A%3C%2Fb%3E+Operational%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EEnvironment%3A%3C%2Fb%3E+Production%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EOwner%3A%3C%2Fb%3E+IT+Infrastructure+%28InfraOps%29%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3ELocation%3A%3C%2Fb%3E+SFO+Data+Center%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EIP+Address%3A%3C%2Fb%3E+10.14.92.10%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EOperating+System%3A%3C%2Fb%3E+Red+Hat+Enterprise+Linux+9%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EDepends+On%3A%3C%2Fb%3E+Payroll-DBServer-01%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3ESupports+Service%3A%3C%2Fb%3E+Payroll+Web+Portal%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3ELast+Updated%3A%3C%2Fb%3E+March+5%2C+2025%2C+10%3A12+AM%3C%2Fp%3E%3C%2Fli%3E%3C%2Ful%3E%22%7D%2C%7B%22citations%22%3A%5B%7B%22connectorName%22%3A%22servicenow%22%2C%22citationTitle%22%3A%22Payroll-AppServer-01%22%7D%5D%7D%5D%7D%5D%7D
solution_tags:
- IT
systems:
- servicenow
---
## **Introduction**
The **“Look Up CMDB Items”** plugin allows employees to quickly retrieve Configuration Item (CI) details directly from the ServiceNow CMDB using the Moveworks AI Assistant. Whether users are searching for servers, applications, databases, network, devices or computer, the plugin provides instant access to ownership, status, environment, and dependency information — all through a simple conversational request.
This guide will walk you through setting up and customizing the plugin in Agent Studio in just a few minutes. Let’s get started!
## **Prerequisites**
- Access to Agent Studio
## **What are we building?**
### **Agent Design**
This [purple chat](https://marketplace.moveworks.com/purple-chat?conversation=%7B%22messages%22%3A%5B%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22look+up+CMDB+items%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Clarifying+user+intent+by+presenting+common+CMDB+categories+to+narrow+down+the+search.%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EThere+are+many+types+of+CMDB+items.+Which+category+do+you+want+to+view%3F%3C%2Fp%3E%3Cul+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3E%3Cli%3E%3Cp%3EServers%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3EApplications%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3ENetwork+devices%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3EDatabases%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3EEnd-user+devices%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3ECloud+resources%3C%2Fp%3E%3C%2Fli%3E%3C%2Ful%3E%22%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22servers%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Further+refining+the+search+based+on+user%27s+selection+of+%27servers%27+by+suggesting+common+server+subtypes+or+related+contexts.%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3ESure+%E2%80%94+do+you+want+to+look+up%3A%3C%2Fp%3E%3Cul+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3E%3Cli%3E%3Cp%3EApplication+servers%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3EDatabase+servers%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3EWeb+servers%3C%2Fp%3E%3C%2Fli%3E%3C%2Ful%3E%22%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3Eapplication+servers+for+payroll%3C%2Fp%3E%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EGot+it.+Looking+up+CMDB+records+for+%3Ci%3EPayroll+Application+Servers%3C%2Fi%3E+in+ServiceNow...%3C%2Fp%3E%22%7D%2C%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Querying+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EServiceNow%3C%2Fb%3E%27s+%3Ccode+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3Ecmdb_ci_server%3C%2Fcode%3E+table+for+servers+related+to+%27Payroll%27+applications.%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EI+found+3+matching+servers%3A%3C%2Fp%3E%3Col+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3E%3Cli%3E%3Cp%3E%3Cb%3EPayroll-AppServer-01%3C%2Fb%3E+%28Operational+%E2%80%93+Production%29%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EPayroll-AppServer-02%3C%2Fb%3E+%28Maintenance+Mode+%E2%80%93+Staging%29%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EPayroll-AppServer-DR01%3C%2Fb%3E+%28Operational+%E2%80%93+Disaster+Recovery%29%3Cbr+%2F%3EWhich+one+do+you+want+details+for%3F%3C%2Fp%3E%3C%2Fli%3E%3C%2Fol%3E%22%7D%2C%7B%22citations%22%3A%5B%7B%22connectorName%22%3A%22servicenow%22%2C%22citationTitle%22%3A%22Payroll-AppServer-01%22%7D%2C%7B%22connectorName%22%3A%22servicenow%22%2C%22citationTitle%22%3A%22Payroll-AppServer-02%22%7D%2C%7B%22connectorName%22%3A%22servicenow%22%2C%22citationTitle%22%3A%22Payroll-AppServer-DR01%22%7D%5D%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22Payroll-AppServer-01.%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Fetching+detailed+CMDB+record+for+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EPayroll-AppServer-01%3C%2Fb%3E+from+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EServiceNow%3C%2Fb%3E.%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Cp+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EHere+are+the+CMDB+details+for+%3Cb%3EPayroll-AppServer-01%3C%2Fb%3E%3A%3C%2Fp%3E%3Cul+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3E%3Cli%3E%3Cp%3E%3Cb%3EClass%3A%3C%2Fb%3E+Application+Server+%28%3Ccode%3Ecmdb_ci_server%3C%2Fcode%3E%29%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EStatus%3A%3C%2Fb%3E+Operational%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EEnvironment%3A%3C%2Fb%3E+Production%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EOwner%3A%3C%2Fb%3E+IT+Infrastructure+%28InfraOps%29%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3ELocation%3A%3C%2Fb%3E+SFO+Data+Center%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EIP+Address%3A%3C%2Fb%3E+10.14.92.10%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EOperating+System%3A%3C%2Fb%3E+Red+Hat+Enterprise+Linux+9%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3EDepends+On%3A%3C%2Fb%3E+Payroll-DBServer-01%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3ESupports+Service%3A%3C%2Fb%3E+Payroll+Web+Portal%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cb%3ELast+Updated%3A%3C%2Fb%3E+March+5%2C+2025%2C+10%3A12+AM%3C%2Fp%3E%3C%2Fli%3E%3C%2Ful%3E%22%7D%2C%7B%22citations%22%3A%5B%7B%22connectorName%22%3A%22servicenow%22%2C%22citationTitle%22%3A%22Payroll-AppServer-01%22%7D%5D%7D%5D%7D%5D%7D) shows the experience we are going to build.
## **Installation Steps**
We recommend setting up **ServiceNow** before installing this plugin. Please follow the [ServiceNow Connector](https://developer.moveworks.com/marketplace/package/?id=servicenow&hist=home%2Cbrws#how-to-implement) guide to configure the connection.
Note: To enable the Look Up CMDB Items functionality, ensure the ServiceNow integration user has the appropriate table-level permissions.
Specifically, confirm the following permissions are granted:
- **Table Access**: `Read` access to the `cmdb_ci_server`, `cmdb_ci_service`, `cmdb_ci_appl`, `cmdb_ci_database`, `cmdb_ci_network`, and `cmdb_ci_computer` tables (plus other CMDB tables that will be configured in the plugin).
- **End Users:** **`cmdb_read`** – Read-only access to CMDB tables.
**Callout:** ITIL users do not have a standard defined CMDB scope on ServiceNow, so access to CI tables may vary by instance. Do not assume all ITIL users can access every CMDB table. If your organization has additional classes in the CMDB, please modify the static resolver and description accordingly. Organizations can also configure additional custom CMDB classes in the plugin based on their tenant setup — all subclasses under the main tables will automatically be included in the lookup.
**Tenant Configuration:**
All ServiceNow API endpoints in this plugin use `YOUR_INSTANCE` as a placeholder. After installation, replace `YOUR_INSTANCE` in the API calls with your actual ServiceNow instance name.
To find your instance name:
- Log into ServiceNow.
- Check the URL in your browser — the instance name appears before `.service-now.com`, e.g.:
`https://YOUR_INSTANCE.service-now.com/...`
Make sure to update this across all actions that reference the ServiceNow API.
Once the connector is successfully configured, follow our [plugin installation documentation](https://help.moveworks.com/docs/ai-agent-marketplace-installation) for detailed steps on how to install and activate the plugin in **Agent Studio**.
## **Appendix**
### **API #1: Get User Roles by Email**
```bash
curl --location 'https://<YOUR_INSTANCE>/api/now/table/sys_user_has_role?sysparm_query=user.email={{email}}^role.name=cmdb_read&sysparm_fields=role.name' \
--header 'Accept: application/json' \
--header 'Authorization: Bearer <ACCESS_TOKEN>' \
```
**Query Parameters:**
- `{{email}}` (string)– Filters user by email address.
### **API #2: Look Up CMDB Items**
```bash
curl --location 'https://<YOUR_INSTANCE>/api/now/table/cmdb_ci?sysparm_query=sys_class_nameINSTANCEOF{{cmdb_table}}^nameLIKE{{search_term}}&sysparm_fields=name,sys_class_name,operational_status,install_status,owned_by,environment,location.city,ip_address,os,depends_on,supports_service,sys_updated_on' \
--header 'Accept: application/json' \
--header 'Authorization: Bearer <ACCESS_TOKEN>' \
```
**Query Parameters:**
- `{{cmdb_table}}` (string)– Filters results by the specified CMDB class/table (e.g., `cmdb_ci_server`). Uses the `INSTANCEOF` operator to include all **subclasses** related to the selected CMDB class.
- `{{search_term}}` (string)– Searches for configuration items whose name contains the given keyword.
- `sysparm_fields` (string)- Lists all fields to return (e.g., `name`, `status`, `owner`, `environment`, `updated_on`, etc.).
**Note:** In accordance with the CMDB hierarchy in ServiceNow, this API dynamically retrieves configuration items from both **CMDB classes and their subclasses**, ensuring comprehensive results.