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Setting Up the ServiceNow Tools

This guide will walk you through the steps to configure and authenticate the ServiceNow Tools

ServiceNow Integration is available for the following tools and actions:

  • Search, Create, and update Incidents
  • Search, Create, and update Requests
  • Retrieve User Information

ServiceNow tools require baic authentication via an Admin service account. With an Admin account, new ServiceNow tools can also be added via the custom Tools builder.

Adding and configuring the ServicNow Tools​

  1. Add the Tool
    Navigate to the library and search for SearviceNow to filter all tools in this integration: Add ServiceNow tools

  2. Provide your ServiceNow domain Replace the ServiceNow API Endpoint with your instance domain, such as: https://dev192244.service-now.com

    Setup ServiceNow URL

  3. Select Authentication Type
    Choose "Basic Authentication" as the authentication method. This should be selected by default: Add ServiceNow configuration

  • If you already have a Basic Authentication key, select it from the list.
  • If you need to create a new Basic Authentication key, select "Create a New Credential", followed by Basic:
    • Enter your login credential as the username for an admin service account
    • Enter your ressesponding password.
  1. Start using ServiceNow tools in your Agents Once ServiceNow tools are added to a project, you can start using them in your Agent to query your instance.

Retrieving Your User and Password from ServiceNow​

Follow these steps to generate an API key from your ServiceNow account:

  1. Access the Users Page After logging into ServiceNow dashboard, search for User through the profile on the upper right corner:

    ServiceNow Profile

  2. Retrieve the user password

    • If you know the password for your account, skip this step. Otherwise, select "Set Password"
    • Generate a random password for new credentials
    • (Optional) Log out and Log in again with the new password to set your own password

    ServiceNow API tokens

  3. Use Your Admin and Password to authenticate new requests

    • When making API requests, use your username (Admin service account) and password to authentiate all new API requests.

Now that the tool has been added, you can add it to any model and start querying your ServiceNow instance.

For improved responses, it is recommended that you add a prompt to your model as well, providing details on how you use ServiceNow in your organization.