# ServiceNow AI Agent

The **ServiceNow AI Agent** is a an AI Agent that connects Autom Mate with ServiceNow ITSM.

It enables users to interact with ServiceNow using natural language while allowing controlled execution of actions through Autom Mate.

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### Overview

The agent allows users to:

* Retrieve and view incidents
* View resolved incidents
* Add notes to incidents
* Search knowledge base articles
* Discover service catalog items
* Create incidents

It works across conversational channels while keeping ServiceNow as the system of record.

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### Prerequisites

Before deploying the agent, ensure:

#### Autom Mate

* Access to **AI Agent Composer**\
  👉 [AI Agent Composer](https://docs.autommate.com/userguide/ai-agent-composer)

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#### ServiceNow

You must have:

* ServiceNow instance URL
  * Example: `https://your-instance.service-now.com`
* Credentials configured in Autom Mate Vault\
  👉 [Vault](https://docs.autommate.com/userguide/product-features/management/vault)

Supported authentication:

* Basic Authentication
* OAuth

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#### Required Permissions

ServiceNow user must have:

* **Incident table (`incident`)** → Create, Read, Update
* **Knowledge Base (`kb_knowledge`)** → Read
* **Service Catalog (`sc_request` / related)** → Read

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### Deploy the Agent

The ServiceNow AI Agent is pre-built and deployed through AI Agent Composer.

#### Step 1 — Open AI Agent Composer

👉 [AI Agent Composer](https://docs.autommate.com/userguide/ai-agent-composer)

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#### Step 2 — Import / Create Agent

Use the ready-made ServiceNow AI Agent template.

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#### Step 3 — Configure Credentials

* Connect your ServiceNow credential from Vault
* Ensure correct instance URL and authentication

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#### Step 4 — Configure Knowledge

To enable knowledge retrieval:

* Go to **Knowledge → Applications**
* Select **ServiceNow**
* Connect your ServiceNow instance

This allows the agent to access:

* Knowledge articles
* Service-related data

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#### Step 5 — Configure Channels

Enable one or more channels:

* WhatsApp
* Microsoft Teams
* Mate Chat

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#### Step 6 — Test in Playground

Before going live:

* Test interactions in Playground
* Verify knowledge retrieval and actions

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### Capabilities (Out-of-the-Box)

The ServiceNow AI Agent includes the following actions:

#### Incident Management

* Retrieve incident details
* View incident status
* View resolved incidents
* Add notes to incidents
* Create incidents

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#### Knowledge Access

* Search knowledge articles
* Summarize results

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#### Service Discovery

* Identify relevant service catalog items

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### How It Works

1. User sends a message via a channel
2. AI model interprets the request
3. Autom Mate selects the appropriate skill
4. ServiceNow API is called
5. Response is returned to the user

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### Execution Model

* AI handles **understanding and decision making**
* Autom Mate handles **execution and integrations**
* ServiceNow remains the **system of record**

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### Safety and Permissions

By default:

* The agent supports **read operations**
* Write capabilities include:
  * Create incident
  * Add notes

All actions are executed using configured credentials and permissions.

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### Extending the Agent

The agent can be extended using Autom Mate workflows.

Examples:

* Identity workflows (password reset, unlock account)
* Device diagnostics and remediation
* Application health checks
* Cross-system incident resolution

This allows the agent to evolve from:\
→ **assistant**\
to\
→ **automation execution layer**

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### Channels

The ServiceNow AI Agent can be used through:

* WhatsApp
* Microsoft Teams
* Mate Chat

Each channel provides the same capabilities through different interfaces.

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### Summary

The ServiceNow AI Agent provides a fast way to:

* Enable conversational access to ServiceNow
* Reduce dependency on the ServiceNow UI
* Automate service interactions
* Extend into cross-system workflows

All while maintaining control, permissions, and auditability.