ServiceNow

Connect ServiceNow to Odeus to manage incidents, tasks, and configuration items from your conversations

Overview

ServiceNow is an IT service management platform for operations automation and workflow orchestration. Once connected, you can use Odeus to create and manage incidents, search tasks, look up users and groups, and query configuration items directly from your conversations.

Authentication: OAuth Category: IT Service Management Availability: All workspace plans

Prerequisites

• A ServiceNow instance with admin access
• An OAuth application registered on your ServiceNow instance (required before connecting)

Setup

Follow [ServiceNow's OAuth setup guide](https://docs.servicenow.com/bundle/xanadu-platform-security/page/administer/security/task/t_CreateEndpointforExternalClients.html) to register an OAuth API endpoint for external clients. Fill in the name and redirect URL provided by Odeus, then save. Note the **Client ID** and **Client Secret**.



Go to [Integrations](https://app.odeus.ai/integrations) and find **ServiceNow** in the list.



Enter your ServiceNow instance URL (e.g. `https://your-instance.service-now.com`), Client ID, and Client Secret.



Click **Connect** to complete the OAuth flow and authorize Odeus to access your ServiceNow instance.



Tag the integration with `@` in any agent to start working with your ServiceNow data.

Common Use Cases

• Incident Management — Create, update, and retrieve incidents; add comments and work notes

• Task Tracking — Find and manage tasks and service catalog items across your instance

• Configuration Management — Search and browse configuration items and their dependencies in the CMDB

• User & Group Lookup — Find users and groups to assign incidents or retrieve contact information

Troubleshooting

Issue	Solution
OAuth app not found	Verify the OAuth application is correctly registered in System OAuth → Application Registry
Authorization failed	Check the Client ID and Secret match the values in your ServiceNow OAuth app
Instance not reachable	Confirm your ServiceNow instance URL format: https://[instance].service-now.com
Permission denied	Ensure the authenticated user has the required roles (e.g. itil for incident management)