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The ServiceNow toolkit lets agents list, get, create, update, and search cases, and read choice options for fields. Authentication uses your ServiceNow instance URL plus username and password (Basic auth) saved as a connection. Add it on the agent Toolkits tab and create or select a ServiceNow connection.

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Prerequisites

  • A ServiceNow instance URL
  • A user with access to the case table (or default table) the agent should use
  • An agent you can edit

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Setup

  1. Open the agent → Toolkits → add ServiceNow.
  2. Create a connection with:
    • Base URL (required)
    • Username and password (required)
    • Optional default table if your process uses a non-default table
  3. Save the agent. @-mention ServiceNow tools for case management.

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Available tools

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Use cases

  • Open an incident/case from a chat report
  • Search open cases and summarize status
  • Update priority or assignment after triage

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Tips

  • Prefer a dedicated integration user with least privilege.
  • Use Get Choice Options before setting status or priority fields.
  • Store credentials in a saved connection — do not put them in the personality prompt.

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Troubleshooting