The ServiceNow integration enables your agent to create, search, and manage incidents and user records in ServiceNow.
Connecting ServiceNow
Prerequisites
- A ServiceNow instance with API access
- Project management permissions in PolyAI
Connection steps
- Go to the Integrations page in Agent Studio
- Find ServiceNow and click Connect
- Select an environment (Sandbox, Pre-release, or Live)
- Click Connect new account
- Authenticate with your ServiceNow instance
- You’ll be redirected back to PolyAI automatically
Available actions
Incident management
| Action | Description |
|---|
| Get Incident Schema | Discover available fields, priority levels, and status options before creating or searching incidents |
| Create Incident | Create a new incident with details like priority, description, and assignment |
| Update Incident | Change information on an existing incident such as status, priority, or notes |
| Search Incidents | Search for incidents by status, priority, assignee, date range, or other criteria |
| Get Incident | View all details about a particular incident |
Call Get Incident Schema before creating or searching incidents to discover available fields — ServiceNow instances have custom fields that vary by configuration.
User management
| Action | Description |
|---|
| Get User Fields | Discover available user fields before creating or searching users |
| Search Users | Search for users by name, email, department, role, or other criteria |
| Create User | Create a new user account with name, email, department, and other details |
| Get User | View all details about a particular user |
| Update User | Change information on an existing user |
Enabling actions
Reference ServiceNow actions in your agent’s prompts — either enable all actions or select specific ones. See the Zoom integration for detailed examples of this pattern.
Example use case
Incident management agent:
You are an IT support agent. When a user reports an issue:
1. Search for existing incidents matching the problem
2. If found, provide the incident number and status
3. If not found, create a new incident with the details
4. Always confirm the incident number with the user
Troubleshooting
| Issue | Solution |
|---|
| Integration not appearing | Verify the feature is enabled for your account and you have project management permissions |
| Agent can’t access incidents | Check that ServiceNow is connected for the correct environment and the account has the right permissions |
| Custom fields not recognized | Use the Get Incident Schema action to discover available fields for your specific instance |
Support
For additional help, contact PolyAI support. 
