Skip to main content
The ServiceNow Connector lets your Agents work with ServiceNow records during a conversation — summarize high-priority incidents, find tickets that need a response, or create a new record. Data is queried in real time and never imported or indexed in Cassidy.
To import ServiceNow knowledge articles for AI-powered search instead, use the ServiceNow Knowledge Base integration.

​
Set up the ServiceNow Connector on an Agent

1

Navigate to your Agent

Go to Agents, select the Agent you want to configure, and open the Setup tab.
2

Add the ServiceNow Connector

Scroll to the Connectors section, click + Add Connector, and select ServiceNow.
3

Choose a connection method

Select how users will authenticate:
  • Each user connects their own account (recommended) — each person signs in with their own ServiceNow credentials, so the Agent respects that person’s ServiceNow permissions.
  • Use a shared connection — everyone acts through one ServiceNow account. Use a dedicated service account, and choose the people and groups who can use the connection.
4

Configure action permissions

ServiceNow actions are grouped into two categories. Set each category — or individual actions within it — to Always allow, Ask every time, or Disabled:
  • View Data — Get records and find files. Allowed automatically by default.
  • Create & Modify — Create a record, attach a file to a record, delete a record. Disabled by default until you enable it.
Review Create & Modify carefully — Always allow lets the Agent create or delete ServiceNow records without asking first.
5

Save and start a conversation

Click Add connector, save the Agent, and start a chat. With a per-user connection, each person is prompted to connect their ServiceNow account the first time the Agent uses the Connector.

​
Connect ServiceNow for yourself

To use ServiceNow in any chat, not just with this Agent, open Customize → Connectors, find ServiceNow, and click Connect. See Add a Connector for yourself.

​
What your Agent can do

Try prompts like:
  • “Summarize my highest-priority incidents”
  • “Find tickets that need a response”
  • “Create an incident for the VPN outage reported this morning”

​
Data security

ServiceNow data is queried in real time and is not imported or indexed in Cassidy. With per-user connections, the Agent can only access records the signed-in person can access in ServiceNow.

​
Next steps

Connectors overview

Learn how Connectors, approvals, and personal connections work.

ServiceNow Knowledge Base

Import knowledge articles and catalog items for AI-powered search.