Integration · Help desk
AI agents for ServiceNow
Raise and update incidents, add work notes or comments, and query records in common ServiceNow tables through the Table API, as an integration user.
- Actions
- 5
- Read
- 2
- Write
- 3
Actions
What your agents can do in ServiceNow
5 actions. Each one is a tool your agents can call and a step your workflows can run.
Read 2
Look things up. Nothing changes.
Query a table
Finds records in one of the common tables (incident, sc_req_item, change_request, problem, kb_knowledge, sys_user) with an encoded query, like active=true^priority=1^ORDERBYDESCsys_updated_on.
Get a record
Reads one record by its sys_id from one of the common tables (incident, sc_req_item, change_request, problem, kb_knowledge, sys_user), with every field or only the ones named.
Write 3
Create, change or send.
Create an incident
Raises an incident with a short description and optionally a longer description, caller, urgency, impact, category, subcategory, assignment group, assignee, configuration item and contact type.
Update an incident
Changes an incident by its sys_id: state, urgency, impact, assignment group, assignee, short description, description or category.
Add a work note or comment
Adds a journal entry to an incident, requested item, change or problem by its sys_id.
A person can approve first
Any write action can be set to wait for a person's approval before it runs, so an agent asks before it changes anything.
Connection
How it connects
Connect it once in the console, then give it to the agents and workflows that need it.
Enter the API credentials from your ServiceNow account.
What you enter
- User ID
- Password
Settings
- Instance name
Kept safe
- Credentials are stored encrypted with your organization's own keys.
- They are opened only by the process that makes the call, at the moment it runs, and never go into a prompt or the browser.
- Calls go only to the tool's own servers.
Ideas
Ideas to start with
Starting points made only from the actions above. Mix them with any other tool your agents can use.
- 01
Ask about your ServiceNow data
Ask a question in plain words. The agent can query a table or get a record in ServiceNow, then answers with what it found.
- 02
Let an agent update ServiceNow
Have the agent create an incident or update an incident in ServiceNow as part of a larger task. Turn on approval and a person signs off on each change first.
- 03
Share what it finds in Slack
Give one agent ServiceNow and Slack: it can query a table in ServiceNow and post a summary to a Slack channel in the same run.
Works well with
More Help desk tools
- Zendesk4 actionsOpen tickets, reply or add internal notes, read a ticket and search tickets in a Zendesk Support account.
- Freshdesk4 actionsOpen tickets, reply to customers, add private or public notes, and read tickets in a Freshdesk helpdesk.
- Intercom5 actionsCreate and update contacts, add notes to them, and read and reply to conversations in an Intercom workspace.
- Help Scout4 actionsOpen conversations, reply to customers and read conversations in Help Scout inboxes, through an app the organization creates in its own Help Scout account.
- Front4 actionsSend messages from a Front channel, reply in conversations, leave internal comments for teammates, and read conversations.
- Gorgias4 actionsOpen tickets for customers, add internal notes, email replies, and read tickets in a Gorgias helpdesk.
FAQ
ServiceNow and MyDeepAgents
Can MyDeepAgents connect to ServiceNow?
Yes. The ServiceNow connector has 5 actions: 2 read and 3 make changes. Your agents can call them as tools, and your workflows can run them as steps.
How do I connect ServiceNow?
Enter the API credentials from your ServiceNow account. You'll need: User ID and Password. The connection also asks for: Instance name. Credentials are stored encrypted with your organization's own keys and are opened only at the moment of a call.
Can an agent change data in ServiceNow without asking?
Only if you let it. Each of the 3 actions that change data can be set to wait for a person's approval before it runs.
Can I use ServiceNow in workflows as well as agents?
Yes. Every ServiceNow action also works as a step in a workflow, and the same connection serves your agents and your workflows.
Early access
Put ServiceNow to work
Connect it in a few minutes, give an agent the actions it needs, and decide which changes wait for a person.