# 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.

***

### 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.

***

### 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

***

### 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

***

#### 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

***

#### 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

***

#### 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**

***

### 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.

***

### 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**

***

### Channels

The ServiceNow AI Agent can be used through:

* WhatsApp
* Microsoft Teams
* Mate Chat

Each channel provides the same capabilities through different interfaces.

***

### 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.


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.autommate.com/userguide/use-cases/ai-agent-use-cases/servicenow-ai-agent.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.