---
title: "Integrate ServiceNow Tools"
---

This guide walks you through configuring and authenticating the ServiceNow tools in Airia, enabling your agents to interact with your ServiceNow instance.

## Supported ServiceNow Tools

Airia provides integration for the ServiceNow tools and actions in Incidents and Requests tables.

> 💡 Note: ServiceNow tools require basic authentication via an **Admin service account**. With an Admin account, new custom ServiceNow tools can also be added via the custom Tools builder.

## Retrieve ServiceNow Admin Credentials

To set up the ServiceNow tools, you will need the username and password for an admin service account in your ServiceNow instance.

1.  **Access Users Page:**
    *   Log in to your ServiceNow dashboard.
    *   In the navigation filter (search bar), type "User" and select **Users** to open the user list, or navigate to it via your profile menu (typically in the upper right corner).
2.  **Locate Service Account:**
    *   Find the specific admin service account you intend to use for this integration.
3.  **Set or Confirm Password:**
    *   If you don't know the password for this account, select the user and then click **Set Password**.
    *   You can generate a random password or set your own.
4.  **Record Credentials:**
    *   Record the **Username** (the admin service account name) and the **Password** you have set or confirmed. You will use these for authentication in Airia.

## Add and Configure ServiceNow Tools

Follow these steps to add and configure your ServiceNow tools in Airia:

1.  **Add a ServiceNow Tool:**
    *   Navigate to the **Tools** section in your Airia dashboard.
    *   From the library, search for "ServiceNow" and select the desired tool (e.g., **Search Incidents**, **Create Requests**).
    
2.  **Provide ServiceNow Instance URL:**
    *   On the tool configuration page, replace the default **ServiceNow API Endpoint** with your specific ServiceNow instance domain (e.g., `https://yourinstance.service-now.com`).
    
3.  **Configure Basic Authentication:**
    *   Ensure **Basic Authentication** is selected as the authentication method. This is usually the default.
    
    *   **If you have existing Basic Authentication credentials** for this account:
        *   Select them from the dropdown list.
    *   **If you need to create new Basic Authentication credentials:**
        *   Select **Create a New Credential**.
        *   Choose **Basic** as the credential type.
        *   Enter the **Username** and **Password** of your admin service account that you retrieved in the previous section.
        *   Click **Save**.
4.  **Save the Tool:**
    *   Click **Save** to add the configured tool to your library.

## Next Steps

Once your ServiceNow tools are added to a project, you can integrate them into an agent to query your ServiceNow instance.

> 💡 Note: For improved model responses when using ServiceNow tools, consider adding a prompt that provides details on how you use ServiceNow in your organization, including specific fields or terminology.
