HeartBeatAgents

ServiceNow

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Manage incidents, requests, change orders, and workflows in ServiceNow.

What it does

Connects an agent to ServiceNow. Agents can list and create incidents, update one, list and create requests, list change orders, and search records.

Setup

  1. Go to Settings → Integrations → ServiceNow.
  2. Enter your instance domain and click Connect, then authorize via OAuth 2.0.
  3. Assign the connection to an agent.

Scopes requested

User account access scoped to your ServiceNow instance.

Typical use

An agent that creates an incident from a problem reported through another channel, or one that searches records across your instance to answer a question about an existing request.

  • Integrations Guide: the full catalog and security model these connections share
  • Zendesk: a lighter-weight alternative for customer-facing support