ServiceNow

Connect ServiceNow to ajan to manage incidents, tasks, and configuration items from your conversations

Overview

ServiceNow is an IT service management platform for operations automation and workflow orchestration. Once connected, you can use ajan to create and manage incidents, search tasks, look up users and groups, and query configuration items directly from your conversations.

Prerequisites

• A ServiceNow instance with admin access
• An OAuth application registered on your ServiceNow instance (required before connecting)

Setup

Register an OAuth application in ServiceNow

Follow ServiceNow's OAuth setup guide to register an OAuth API endpoint for external clients. Fill in the name and redirect URL provided by ajan, then save. Note the Client ID and Client Secret.

Navigate to Integrations in ajan

Go to Integrations and find ServiceNow in the list.

Enter your instance details

Enter the Client ID and Client Secret for your OAuth app. Members enter the ServiceNow instance URL when they connect, for example https://acme.service-now.com, unless you set a default under OAuth connection details.

Authorize via OAuth

Click Connect to complete the OAuth flow and authorize ajan to access your ServiceNow instance.

Start using ServiceNow in ajan

Tag the integration with @ in any agent to start working with your ServiceNow data.

Common Use Cases

• Incident Management — Create, update, and retrieve incidents; add comments and work notes
• Task Tracking — Find and manage tasks and service catalog items across your instance
• Configuration Management — Search and browse configuration items and their dependencies in the CMDB
• User & Group Lookup — Find users and groups to assign incidents or retrieve contact information

Troubleshooting