> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cassidyai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# ServiceNow Agent Connector

> Let Agents look up, create, and manage ServiceNow records and incidents in real time during conversations.

The ServiceNow Connector lets your [Agents](/agents/overview.md) work with
ServiceNow records during a conversation — summarize high-priority incidents,
find tickets that need a response, or create a new record. Data is queried in
real time and never imported or indexed in Cassidy.

> [!NOTE]
>
> To import ServiceNow knowledge articles for AI-powered search instead, use the
> [ServiceNow Knowledge Base
> integration](/integrations/servicenow/knowledge-base).

## Set up the ServiceNow Connector on an Agent

**1. Navigate to your Agent**

Go to **Agents**, select the Agent you want to configure, and open the
**Setup** tab.

**2. Add the ServiceNow Connector**

Scroll to the **Connectors** section, click **+ Add Connector**, and select
**ServiceNow**.

**3. Choose a connection method**

Select how users will authenticate:

* **Each user connects their own account** (recommended) — each person
  signs in with their own ServiceNow credentials, so the Agent respects
  that person's ServiceNow permissions.
* **Use a shared connection** — everyone acts through one ServiceNow
  account. Use a dedicated service account, and choose the people and
  groups who can use the connection.

**4. Configure action permissions**

ServiceNow actions are grouped into two categories. Set each category — or
individual actions within it — to **Always allow**, **Ask every time**, or
**Disabled**:

* **View Data** — Get records and find files. Allowed automatically by
  default.
* **Create & Modify** — Create a record, attach a file to a record, delete
  a record. Disabled by default until you enable it.

> [!WARNING]
>
> Review **Create & Modify** carefully — **Always allow** lets the Agent
> create or delete ServiceNow records without asking first.

**5. Save and start a conversation**

Click **Add connector**, save the Agent, and start a chat. With a per-user
connection, each person is prompted to connect their ServiceNow account the
first time the Agent uses the Connector.

## Connect ServiceNow for yourself

To use ServiceNow in any chat, not just with this Agent, open **Customize** →
**Connectors**, find **ServiceNow**, and click **Connect**. See [Add a Connector for
yourself](/agents/connectors/overview.md#add-a-connector-for-yourself).

## What your Agent can do

| Category | Actions |
| - | - |
| **View Data** | Get records, find files |
| **Create & Modify** | Create a record, attach a file to a record, delete a record |

Try prompts like:

* "Summarize my highest-priority incidents"
* "Find tickets that need a response"
* "Create an incident for the VPN outage reported this morning"

## Data security

ServiceNow data is queried in real time and is not imported or indexed in
Cassidy. With per-user connections, the Agent can only access records the
signed-in person can access in ServiceNow.

## Next steps

> **[Connectors overview](/agents/connectors/overview.md)**
>
> Learn how Connectors, approvals, and personal connections work.

> **[ServiceNow Knowledge Base](/integrations/servicenow/knowledge-base)**
>
> Import knowledge articles and catalog items for AI-powered search.


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