Overview

The ServiceNow connector enables your Leena AI Agents to integrate with your organization's ServiceNow platform, facilitating automated IT Service Management (ITSM), record management, service catalog ordering, and attachment handling workflows.

ServiceNow is a cloud-based platform that automates workflows for IT service management (ITSM) and various business functions, improving operational efficiency. The ServiceNow connector allows Leena AI to automate ITSM workflows, manage records across any table, order service catalog items, and handle file attachments seamlessly.

API Details

Leena AI integrates with ServiceNow via REST APIs.

Documentation link: https://developer.servicenow.com/dev.do#!/reference/api/latest/rest

Setup

The ServiceNow connector supports multiple authentication methods: Basic Authentication, OAuth 2.0, and Refresh Token authentication.

Prerequisites

Before setting up the ServiceNow connector, ensure you have:

• Administrator access to your ServiceNow instance
• Access to System OAuth > Application Registry in ServiceNow
• Ability to create OAuth applications or user credentials in ServiceNow
• Access to your Leena AI workspace with connector management permissions
• Required ServiceNow plugins activated (OAuth 2.0, REST API Provider)

Get credentials

Option 1: Basic Authentication

Here is how to set up Basic Authentication credentials:

1. Log in to your ServiceNow instance as an administrator
2. Create or identify a user account for API access:
   1. Navigate to User Administration > Users
   2. Create a new user or select an existing user
   3. Ensure the user has appropriate roles (e.g., itil, admin, or custom roles based on required access)
3. Reset the service account password:
   1. Important: Log in to ServiceNow once using the service account credentials
   2. You will be prompted to reset/change the password on first login
   3. Set a new password for the service account
   4. This step is required before the credentials can be used for API authentication
4. Note the credentials:
   1. Username: The ServiceNow user's username
   2. Password: The newly set ServiceNow user's password

Option 2: OAuth 2.0 Authentication

Here is how to create an OAuth client in ServiceNow:

1. Log in to your ServiceNow instance (Ensure you're signed in as an admin)
2. Activate Required Plugins:
   1. Navigate to System Definition > Plugins
   2. Ensure the following plugins are active:
      • OAuth 2.0 (com.snc.platform.security.oauth)
      • REST API Provider (com.glide.rest)
3. Create OAuth Application Registry:
   1. Navigate to System OAuth > Application Registry
   2. Click New
   3. Select "Create an OAuth API endpoint for external clients"
4. Configure OAuth Client Details:
   1. Name: Enter a descriptive name (e.g., "Leena AI Integration")
   2. Client ID: Auto-generated or specify a custom ID
   3. Client Secret: Auto-generated (note this value)
   4. Redirect URL: Leave blank or add if required
   5. Active: Checked
5. Save and Note Credentials:
   1. Note the Client ID and Client Secret
   2. These credentials will be used along with username and password for OAuth 2.0 authentication

Option 3: Refresh Token Authentication

For Refresh Token authentication, follow the OAuth 2.0 setup above. You will need:

• Client ID
• Client Secret
• Refresh Token (obtained from initial OAuth flow)

Add connection

Here is how to add a connection on Leena AI:

1. Log in to your Leena AI workspace

2. Navigate to Settings > Integrations

3. Search for "ServiceNow" and select it from the list to add its new connector

4. Start configuring the connector:

   1. Base URL: Your ServiceNow instance URL (e.g., https://your-instance.service-now.com)
   2. Auth Type: Select your preferred authentication method:
      • Basic Auth: Username and Password
      • OAuth 2.0: Client ID, Client Secret, Username, and Password
      • Refresh Token: Client ID, Client Secret, and Refresh Token

5. Enter authentication credentials based on selected auth type:

   For Basic Auth:

   1. Username: ServiceNow username
   2. Password: ServiceNow password

   For OAuth 2.0:

   1. Client ID: OAuth application client ID
   2. Client Secret: OAuth application client secret
   3. Username: ServiceNow username
   4. Password: ServiceNow password

   For Refresh Token:

   1. Client ID: OAuth application client ID
   2. Client Secret: OAuth application client secret
   3. Refresh Token: Pre-obtained refresh token

6. Save the connection configuration

Actions

The following actions are supported for the ServiceNow connector:

Table Records: Create Table Record

Creates a new record in any ServiceNow table. The Agent can leverage the skill (workflow), which has been designed to create a new record in ServiceNow, once the user raises a query to do so. The system dynamically generates a form based on the selected table's schema.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Here is a sample JSON input:

{
  "tableName": "incident",
  "short_description": "Network connectivity issue in Building A",
  "description": "Users in Building A are experiencing intermittent network connectivity issues since 9 AM.",
  "urgency": "2",
  "impact": "2",
  "category": "Network",
  "subcategory": "Connectivity",
  "assignment_group": "Network Support",
  "sysparm_display_value": "true"
}

Response

Upon successful creation, the action returns the created record details including:

• Record sys_id
• Record number
• All field values (based on sysparm_fields or default fields)
• Reference links (if not excluded)

Table Records: List Table Records

Retrieves a list of records from any ServiceNow table. This action can be leveraged by Leena AI Orchestrator/Agent to list down all the records in a specific table or records matching specific criteria. Here are some common use cases:

• Incident Management: Get all open incidents assigned to a team
• Asset Tracking: List all hardware assets in a specific location
• User Lookup: Find users matching specific criteria
• Change Requests: Retrieve pending change requests for approval

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Here is a sample JSON input:

// Using Name Value Pairs
{
  "tableName": "incident",
  "nameValuePairs": [
    {"name": "active", "value": "true"},
    {"name": "priority", "value": "1"}
  ],
  "sysparm_limit": "50",
  "sysparm_offset": "0",
  "sysparm_display_value": "true",
  "sysparm_fields": "number,short_description,priority,state,assigned_to"
}

// Using Encoded Query
{
  "tableName": "incident",
  "sysparm_query": "active=true^priority=1^ORpriority=2^state!=6",
  "sysparm_limit": "100",
  "sysparm_display_value": "all"
}

Response

The action returns a list of records, each containing:

• Record sys_id
• Record number
• Requested field values
• Total count (in X-Total-Count header if not suppressed)
• Pagination links (if not suppressed)

Table Records: Get Table Record

Retrieves a specific record from any ServiceNow table by its unique System ID (sys_id). The Agent can leverage this action to fetch detailed information about a specific record.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Here is a sample JSON input:

{
  "tableName": "incident",
  "sysId": "a9e30c7dc61122760116894de7bcc7bd",
  "sysparm_display_value": "all",
  "sysparm_fields": "number,short_description,description,priority,state,assigned_to,opened_at,resolved_at"
}

Response

The action returns the record details including:

• Record sys_id
• All requested field values
• Display values and actual values (based on sysparm_display_value)
• Reference links (if not excluded)

Table Records: Update Table Record

Updates an existing record in any ServiceNow table. The Agent can leverage the skill (workflow), which has been designed to modify an existing record in ServiceNow, once the user provides the record details to be updated. Here are some common use cases:

• Update Incident Status: Change incident state to resolved or closed
• Reassign Tasks: Update assignment group or assigned user
• Add Work Notes: Update work notes or comments on a record
• Modify Priority: Change urgency, impact, or priority of records
• Update Custom Fields: Modify any field values on the record

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Here is a sample JSON input:

// Update Incident Status
{
  "tableName": "incident",
  "sysId": "a9e30c7dc61122760116894de7bcc7bd",
  "state": "6",
  "close_code": "Solved (Permanently)",
  "close_notes": "Issue resolved by replacing faulty network switch.",
  "sysparm_display_value": "true"
}

// Reassign Incident
{
  "tableName": "incident",
  "sysId": "a9e30c7dc61122760116894de7bcc7bd",
  "assignment_group": "Database Support",
  "assigned_to": "john.doe",
  "work_notes": "Escalating to Database team for further investigation."
}

// Update Priority
{
  "tableName": "incident",
  "sysId": "a9e30c7dc61122760116894de7bcc7bd",
  "urgency": "1",
  "impact": "1",
  "priority": "1"
}

Response

Upon successful update, the action returns the updated record details including:

• Updated field values
• Record sys_id
• Modification timestamp
• All requested fields in response

Attachment: Add Attachment

Uploads a file attachment to a record in any ServiceNow table. The Agent can leverage the skill (workflow), which has been designed to attach files to ServiceNow records. Here are some common use cases:

• Attach Logs: Upload error logs or system logs to incidents
• Supporting Documents: Attach screenshots or documentation to tickets
• Evidence Files: Upload evidence files to change requests
• Reports: Attach generated reports to records

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Here is a sample JSON input:

// Attach file from URL
{
  "tableName": "incident",
  "tableSysId": "a9e30c7dc61122760116894de7bcc7bd",
  "fileName": "error_log.txt",
  "fileData": "https://example.com/files/error_log.txt"
}

// Attach file from Base64
{
  "tableName": "incident",
  "tableSysId": "a9e30c7dc61122760116894de7bcc7bd",
  "fileName": "screenshot.png",
  "fileData": "iVBORw0KGgoAAAANSUhEUgAAAAEAAAABCAYAAAAfFcSJAAAADUlEQVR42mNk+M9QDwADhgGAWjR9awAAAABJRU5ErkJggg=="
}

Response

Upon successful upload, the action returns:

• Attachment sys_id
• Attachment metadata
• File size
• Content type
• Download link

Attachment: Get Attachment

Retrieves an existing file attachment from a ServiceNow record. The Agent can leverage this action to download attachments for further processing or to provide to users.

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Here is a sample JSON input:

{
  "sysId": "b7e30c7dc61122760116894de7bcc7bd"
}

Response

The action returns the attachment including:

• Attachment metadata (filename, content type, size)
• Attachment content as Base64 encoded string

Service Catalog: Submit Order

Submits an order for a service catalog item in ServiceNow. The Agent can leverage the skill (workflow), which has been designed to order items from the ServiceNow service catalog with dynamic forms for item-specific variables. Here are some common use cases:

• Hardware Requests: Order laptops, monitors, or other equipment
• Software Access: Request access to software applications
• Service Requests: Submit requests for IT services
• Team Orders: Place orders on behalf of team members

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Here is a sample JSON input:

// Basic Order
{
  "sysparm_catalog": "e0d08b13c3330100c8b837659bba8fb4",
  "sysparm_category": "2809952237b1300054b6a3549dbe5dd4",
  "itemId": "0d08b13c3330100c8b837659bba8fb47",
  "sysParmQuantity": 1
}

// Order with Variables
{
  "sysparm_catalog": "e0d08b13c3330100c8b837659bba8fb4",
  "sysparm_category": "2809952237b1300054b6a3549dbe5dd4",
  "itemId": "0d08b13c3330100c8b837659bba8fb47",
  "sysParmQuantity": 1,
  "variables": {
    "memory_upgrade": "16GB",
    "storage_size": "512GB SSD",
    "operating_system": "Windows 11 Pro"
  },
  "sysParmRequestedFor": "681ccaf9c0a8016400b98a06818d57c7"
}

// Order for Multiple Users
{
  "sysparm_catalog": "e0d08b13c3330100c8b837659bba8fb4",
  "sysparm_category": "2809952237b1300054b6a3549dbe5dd4",
  "itemId": "0d08b13c3330100c8b837659bba8fb47",
  "sysParmQuantity": 5,
  "sysParmRequestedFor": "681ccaf9c0a8016400b98a06818d57c7",
  "sysParmAlsoRequestFor": ["781ccaf9c0a8016400b98a06818d57c8", "881ccaf9c0a8016400b98a06818d57c9"]
}

Response

Upon successful order submission, the action returns:

• Request number
• Request sys_id
• Request item details
• Requested for user information
• Order status

Service Catalog: Submit Producer

Submits a record producer request in ServiceNow. Record producers are catalog items that create records (like incidents or change requests) instead of generating orders. Here are some common use cases:

• Report Issues: Submit incident reports through catalog interface
• Change Requests: Submit change requests with guided forms
• Service Tickets: Create service tickets with predefined templates

Input Parameters

Here are the input parameters required to set up this action:

Mandatory

Optional

Here is a sample JSON input:

{
  "sysparm_catalog": "e0d08b13c3330100c8b837659bba8fb4",
  "sysparm_category": "2809952237b1300054b6a3549dbe5dd4",
  "itemId": "1d08b13c3330100c8b837659bba8fb48",
  "variables": {
    "short_description": "VPN connection failing intermittently",
    "description": "Unable to maintain stable VPN connection since yesterday morning.",
    "category": "Network",
    "subcategory": "VPN"
  }
}

Response

Upon successful submission, the action returns:

• Created record number
• Record sys_id
• Record details
• Table name where record was created