> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cassidyai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# ServiceNow Agent Connector

> Let Agents look up, create, and manage ServiceNow records and incidents in real time during conversations.

The ServiceNow Connector lets your [Agents](/agents/overview) 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.

<Info>
  To import ServiceNow knowledge articles for AI-powered search instead, use the
  [ServiceNow Knowledge Base
  integration](/integrations/servicenow/knowledge-base).
</Info>

## Set up the ServiceNow Connector on an Agent

<Steps>
  <Step title="Navigate to your Agent">
    Go to **Agents**, select the Agent you want to configure, and open the
    **Setup** tab.
  </Step>

  <Step title="Add the ServiceNow Connector">
    Scroll to the **Connectors** section, click **+ Add Connector**, and select
    **ServiceNow**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.

    <Warning>
      Review **Create & Modify** carefully — **Always allow** lets the Agent
      create or delete ServiceNow records without asking first.
    </Warning>
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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](/agents/connectors/overview#add-a-connector-for-yourself).

## What your Agent can do

| Category            | Actions                                                     |
| ------------------- | ----------------------------------------------------------- |
| **View Data**       | Get records, find files                                     |
| **Create & Modify** | Create a record, attach a file to a record, delete a record |

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

<CardGroup cols={2}>
  <Card title="Connectors overview" icon="plug" href="/agents/connectors/overview">
    Learn how Connectors, approvals, and personal connections work.
  </Card>

  <Card title="ServiceNow Knowledge Base" icon="book" href="/integrations/servicenow/knowledge-base">
    Import knowledge articles and catalog items for AI-powered search.
  </Card>
</CardGroup>