ServiceNow

What your agent can do

• List and read incidents
• Create and update incidents
• Add work notes to incidents
• List and create service requests
• Search your ServiceNow knowledge articles
• List the tickets assigned to the connected user

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Connecting ServiceNow

1. Go to Console → Integrations → ServiceNow and click Connect
2. Choose Basic Auth (a username and password) or OAuth 2.0 (a client ID and secret from your instance’s System OAuth → Application Registry)
3. Enter your ServiceNow instance URL (for example https://your-company.service-now.com) and use the check button next to it to confirm Auteryn can reach it
4. Enter the credentials of a dedicated integration user, or the OAuth client, and connect
5. Attach the connection to an agent in its Integrations section

Use a dedicated integration account

Create a ServiceNow user specifically for Auteryn with only the roles it needs (for example, read/write on incidents). This keeps activity auditable and avoids disruption if a team member leaves.

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Example tasks

• “Summarize the open P1 incidents assigned to the Network team”
• “Create an incident: short description ‘VPN down for remote users’, priority High”
• “Add a work note to INC0012345 confirming the fix was deployed”
• “How many incidents were opened this week, grouped by category?”

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ServiceNow as Knowledge

To let an agent answer from your knowledge articles or past incidents, add ServiceNow as a Knowledge source.