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AurionAI

ServiceNow

5 min readBy Emmanuel Yazbeck

Connect ServiceNow so that the AI voice agent can find callers, create and update incidents and search your knowledge base in ServiceNow.

Availability: AI Voice and AI Voice + Helpdesk profiles. Administrators only.

Prerequisites

  • You have the Owner or Admin role.
  • Your organization uses the AI Voice or the AI Voice + Helpdesk profile.
  • The name of your ServiceNow instance, for example northwind for northwind.service-now.com.
  • A ServiceNow integration user with a user name and a password. The user needs roles that let it read and write incidents. For basic authentication, many instances also require the role snc_basic_auth_api_access (or a user marked web service access only): ServiceNow refuses basic sign-in to the API for other users. OAuth does not need this role.
  • For OAuth only: an OAuth application in the ServiceNow Application Registry, with its client ID and client secret.

Choose the sign-in method

AurionAI offers two methods in Authentication Method:

  • Basic Authentication: AurionAI signs in with the user name and the password. This is the default in the dialog. It works only if your instance allows basic sign-in to the API for the integration user (see Prerequisites). If you are not sure, use OAuth.
  • OAuth 2.0 (Password Grant): AurionAI gets a token from ServiceNow with the user name, the password, the client ID and the client secret.

Connect ServiceNow

  1. In the sidebar, select Configuration.
  2. Open the Integrations category and select Providers.
  3. In the ITSM Integration section, select Set up an ITSM provider. If a tool is already connected, select Edit credentials on its card.
  4. In Provider Type, select ServiceNow.
  5. In ServiceNow Instance, type the name of your instance. Use only letters, numbers and hyphens.
  6. In Authentication Method, select the sign-in method.
  7. In Username and Password, type the credentials of the integration user.
  8. For OAuth only: in Client ID and Client Secret, paste the values of the OAuth application.
  9. Select Test Connection. Wait for Connection successful with the provided credentials.
  10. Check the Capabilities switches. Read Connect your ITSM and CS tools.
  11. Select Save.

The connection dialog with the ServiceNow fields.

The first time you save, AurionAI opens the field mapping. Read Map provider fields.

When you edit a saved connection, the dialog opens with the saved sign-in method selected. Leave the credentials empty to keep the saved ones. To change the sign-in method, select it and type all the credentials that it needs.

Incident states and custom fields

  • To resolve, close and reopen incidents, AurionAI uses the standard ServiceNow state values: 6 to resolve, 7 to close and 2 to reopen. When it closes an incident, the close code is "Solution provided". You cannot change these values on this page. If your instance uses other values, contact AurionAI support.
  • ServiceNow custom fields start with u_, for example u_badge_number. If your badge numbers are in a custom field, choose that field for the badge in the field mapping. Read Map provider fields.

Test the connection and create a test ticket

  • Select Test connection on the card. The card shows Connection successful. or the reason of the failure.
  • Select Create a test ticket to create a real incident in ServiceNow. It has the subject "AurionAI - Configuration Test". Delete it in ServiceNow afterwards.

Change or remove the connection

  • To replace the credentials, select Rotate ITSM credentials. Choose the sign-in method and type the new values. Select Test Connection, then Rotate. AurionAI keeps the previous values.
  • To go back to the previous credentials, select Rollback to previous credentials and confirm.
  • To remove the connection, select Remove integration and confirm. You cannot undo this.

Result

The card shows ServiceNow and Connected. AurionAI tests the connection each time you save. Calls that start after you save use the new settings.

If something goes wrong

  • Invalid credentials. Check your API key or client secret. ServiceNow refused the credentials. Check the user name and the password. With OAuth, also check the client ID and the client secret. With basic authentication, if the user name and the password are right, your instance may refuse basic sign-in for this user: give the user the role snc_basic_auth_api_access, or use OAuth. The same message appears when ServiceNow answers with its login page instead of data.
  • Missing required permissions. Contact your ITSM administrator. The integration user does not have enough roles. Give it access to incidents.
  • Rate limit exceeded. Try again later. ServiceNow limits the number of requests. Wait a moment and test again.
  • Cannot reach the provider. Check the API URL and network connectivity. AurionAI cannot reach the instance. Check the instance name.
  • Connection failed. Review diagnostics for details. Read the Diagnostics box on the card. If it says that the response has no result, the address is not a standard ServiceNow instance. Check the instance name.
  • Instance name is required (letters, numbers, and hyphens only) Type the instance name only, without https:// and without .service-now.com.
  • Enter credentials above before testing. The test in the dialog needs all the credentials of the chosen method. Type them, even when they are already saved.
  • Failed to save integration settings, with a message that ServiceNow requires a username or a password. You saved without the credentials. Type the user name and the password again, then save.
  • The voice agent cannot close or reopen incidents. Your instance may use other state values than 6, 7 and 2. Contact AurionAI support.
  • Ticket test failed, with a message that the connection is not verified. Test the connection first. If the test fails, correct the settings and save them.
  • Failed to save integration settings, with a message that you must enter the credentials again. You changed the instance. Type the credentials again, then save.

Still stuck? Submit a request or .