Overview

ServiceNow is a software as a service (SaaS) platform that automates businesses and streamlines their processes. It supports a variety of modules and solutions, and Leena AI integrates with its IT Service Management suite.

The ServiceNow connector enables your Leena AI Agents to integrate with your organization's ServiceNow platform, facilitating automated ticket management, service catalog operations, and IT service workflows.

API Details

Leena AI integrates with ServiceNow via REST APIs.

Documentation link:

Setup

The ServiceNow connector uses Basic Authentication.

Prerequisites

Before setting up the ServiceNow connector, ensure you have:

• Administrator access to your ServiceNow instance
• Valid ServiceNow username and password
• Access to your ServiceNow instance URL
• Access to your Leena AI workspace with connector management permissions

Get credentials

Here is how to get credentials from ServiceNow:

1. Log in to ServiceNow as an admin user in your developer instance
2. Navigate to your profile:
   1. Click on "My Profile"
   2. Click on "Manage Instance Password"
3. Note down the following credentials (displayed on this page):
   1. Instance Name
   2. Username
   3. Password
   4. Instance URL

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. Connection ID: Unique identifier for this connection
   2. Connection Name: Descriptive name for your connection
   3. Auth Type: Select "Basic Auth"
   4. Username: Your ServiceNow username
   5. Password: Your ServiceNow password
   6. Instance URL: Your ServiceNow instance URL
5. Save the connection

Use Cases

Some of the use cases that you can achieve using ServiceNow connector are below:

• Raise ticket in Leena AI: Raise a ticket through Leena AI's virtual assistant so that the ticket is raised to the relevant assignee and details are reflected in ServiceNow portal
• Raise ticket in ServiceNow: Raised tickets on ServiceNow portal to be reflected on Leena AI's virtual assistant/case management
• Ticket detail: Know ticket history (due date, closure details, assignee details, etc.) in Leena AI's virtual assistant
• Notification of ticket Status: Notified on Leena AI's virtual assistant based on the ticket status (acknowledged, closed, etc.)
• Comment on ticket: Comment on existing ticket through Leena AI's virtual assistant so that agent can receive comments and same can be reflected in ServiceNow portal

Actions

The following actions are supported for the ServiceNow connector:

Create Table Record

Creates a new record in the specified ServiceNow table. The Agent can leverage the skill (workflow), which has been designed to insert one record into a table. This action does not support multiple record insertion (batch/bulk). Here are some common use cases:

• Add a ticket detail in ServiceNow table: Raise a ticket through Leena AI's virtual assistant so that the ticket is raised to the relevant assignee and details are reflected in ServiceNow portal

  

Input Parameters

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

Mandatory

Optional

Here is a sample JSON input:

{
  "Table Name": "Incident",
  "Sys Parm Display Name": "true",
  "Sys Parm Exclude Reference Link": "false",
  "Sys Parm View": "desktop"
}

Response

Upon successful creation, the action returns the created record details from the specified table.

Get Table Record

Retrieves a detailed record from a specified ServiceNow table. This action retrieves the record identified by the specified sys_id from the table. Here are some common use cases:

• Ticket detail: Know ticket history (due date, closure details, assignee details, etc.) in Leena AI's virtual assistant

Input Parameters

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

Mandatory

Optional

Here is a sample JSON input:

{
  "tableName": "Incident",
  "sys_id": "1c741bd700478d83673af3",
  "Sys Parm Display Name": "true",
  "Sys Parm View": "desktop"
}

Response

The action returns detailed information about the specified record.

Update Table Record

Updates an existing record in a ServiceNow table. The Agent can leverage the skill (workflow), which has been designed to update the specified record with the name-value pairs included in the request. Here are some common use cases:

• Comment on ticket: Update comment on existing ticket through Leena AI's virtual assistant so that agent can receive comments and same can be reflected in ServiceNow portal

  

Input Parameters

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

Mandatory

Optional

Here is a sample JSON input:

{
  "tableName": "Incident",
  "sys_id": "1c741bd700478d83673af3",
  "Sys Parm Display Value": "true",
  "Sys Parm View": "desktop"
}

Response

Upon successful update, the action returns the updated record details.

Get Catalog Detail

Retrieves detailed information for a specified service catalog. Here are some common use cases:

• Service Catalog details: Know about the available service catalog items or list of all the catalog items available. A user can request the Leena AI bot to list/know about the available service catalog items along with description

  

Input Parameters

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

Mandatory

Optional

Here is a sample JSON input:

{
  "Catalog sys_id": "e0330108b837659bba8fb4",
  "Sys Parm view": "desktop"
}

Response

The action returns detailed information about the specified catalog including description and available items.

Get Catalog Categories

Retrieves the list of available categories for a specified service catalog. Here are some common use cases:

• A user can request Leena AI virtual assistant to list down all the available categories for a Catalog

  

Input Parameters

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

Mandatory

Optional

Here is a sample JSON input:

{
  "Catalog sys_id": "e0d00659bba8fb4",
  "Sys Parm Limit": 10000,
  "Sys Parm Offset": 1000,
  "Sys Parm view": "desktop"
}

Response

The action returns a list of categories available in the specified catalog.

Get Item

Retrieves a list of catalog items based on specified criteria. Here are some common use cases:

• A user can view the items against specific categories of a service catalog. For example: Request for New email, Request for Email Alias, etc. These items can be associated with category: Cloud Services (Email)

  

Input Parameters

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

Mandatory

Optional

Here is a sample JSON input:

{
  "Catalog sys_id": "e0d00659bba8fb4",
  "Category sys_id": "e079989wbba8fb4",
  "Sys Parm Limit": 10000,
  "Sys Parm Offset": 1000,
  "Sys Parm view": "desktop",
  "Sys Parm Text": "iPhone"
}

Response

The action returns a list of catalog items matching the specified criteria.

Submit Order

Submits an order for a specified catalog item. This process automates the ordering of specified catalog item for single or multiple users.

Input Parameters

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

Mandatory

Optional

Here is a sample JSON input:

{
  "Catalog sys_id": "Technical Catalog",
  "Category sys_id": "Infrastructure",
  "Item": "Application Server (Standard)",
  "Quantity": 3,
  "Variables": {
    "division": "IT",
    "environment": "Dev",
    "purpose": "test"
  },
  "Sys Parm Request For": "[email protected]",
  "Sys Parm Also Request For": "Lana Keels ([email protected]), Toy Neel ([email protected])"
}

Response

Upon successful order submission, the action returns order confirmation details.

Submit Producer

Creates a table record (e.g., Service_request) directly from catalog. This action submits a producer request and returns the Table API relative path and redirect URL to access the created record.

Input Parameters

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

Mandatory

Optional

Here is a sample JSON input:

{
  "Catalog sys_id": "Technical Catalog",
  "Category sys_id": "Infrastructure",
  "Item": "Application Server (Standard)",
  "Variables": {
    "urgency": "1",
    "comments": "test"
  },
  "Sys Parm View": "desktop"
}

Response

Upon successful submission, the action returns the Table API relative path and redirect URL to access the created record.

Get Item Detail

Retrieves detailed information for a specified catalog item. Here are some common use cases:

• Retrieves a specified category item detail. This action is used by Virtual Assistant to fetch all the relevant attributes associated with an Item, and accordingly fetch information from the user

  

Input Parameters

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

Mandatory

Optional

Here is a sample JSON input:

{
  "Catalog sys_id": "Technical Catalog",
  "Category sys_id": "Infrastructure",
  "Item": "Application Server (Standard)",
  "Sys Parm View": "desktop"
}

Response

The action returns detailed information about the specified catalog item including all relevant attributes.

Get Catalogs

Retrieves a list of service catalogs to which the user has access based on the passed in parameters. Here are some common use cases:

• A user can request Virtual Assistant to list all the Catalog categories which can be availed by the user

  

Input Parameters

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

Optional

Here is a sample JSON input:

{
  "Sys Parm Limit": 10000,
  "Sys Parm Text": "iPhone",
  "Sys Parm View": "desktop"
}

Response

The action returns a list of catalogs accessible to the user.