ServiceNow Integration

Integrate AI agent approvals with your ServiceNow ITSM workflow.

Features

• Change request creation for approvals
• CMDB integration for audit trails
• Workflow orchestration
• Reporting and analytics

Setup

1. Connect ServiceNow

1. Go to Settings > Integrations
2. Click "Connect ServiceNow"
3. Enter your instance URL (e.g., company.service-now.com)
4. Provide service account credentials

2. Configure Tables

{
  "table": "change_request",
  "category": "AI Agent Actions",
  "assignment_group": "AI Operations",
  "priority_mapping": {
    "low": 4,
    "medium": 3,
    "high": 2,
    "critical": 1
  }
}

3. Map Workflow States

Change Request Format

Short Description: AI Agent Action Approval Required
Description:
  An AI agent is requesting approval to perform an action.

  Agent: customer-service-agent
  Tool: http_proxy
  Operation: POST
  Target: api.company.com/customers

  Risk Assessment: Medium
  Business Justification: Customer data update request

Category: AI Agent Actions
Impact: 3 - Low
Risk: Medium

CMDB Integration

Track AI agents as configuration items:

• Agent registered as CI in CMDB
• Actions linked to change history
• Audit trail for compliance reporting

Automation

ServiceNow Flow Designer integration enables:

• Automatic CAB routing for high-risk actions
• SLA-based escalation workflows
• Integration with existing approval groups
• Automated notifications and reminders

Required Permissions

The service account needs:

• change_request - Read/Write
• cmdb_ci - Read/Write
• sys_user_group - Read
• workflow - Execute

Next Steps

• Jira Integration
• Configure Policies