ITSM Integrations

POST /oauth_token.do

OAuth token minting. Default when OAuth authentication is used, but not needed if using Basic authentication.

GET /api/now/on_call_rota/oncallgroups

On call lookup.

GET /api/now/table/sys_user

Validating user references in queries and mapping names and emails to sys_ids for subsequent lookups. (For example, "How many incidents did John Smith resolve this year?")

GET /api/now/table/{table}

Record lookup and queries.

GET /api/now/table/{table}/{sys_id}

Following a reference link from previous results.

POST /api/now/table/incident

Incident creation.

PATCH /api/now/table/{table}/{sys_id}

Add work notes or comments.

GET /api/now/stats/{table}

Counting and aggregation.

GET /api/now/ui/meta/{table}

Retrieve table schema.

GET /api/now/doc/table/schema

Retrieve all table definitions.

change_request

ServiceNowTables.ChangeRequest

Fetch the main change record being assessed and query recent changes for CIs

change_task

ServiceNowTables.ChangeTask

Fetch change tasks associated with a change and recent tasks for CIs

incident

ServiceNowTables.Incident

Fetch incidents caused by related changes (track record analysis)

cmdb_ci

ServiceNowTables.CMDB_CI

Resolve CI details by name or sys_id

task_ci

ServiceNowTables.TaskCI

Fetch affected CIs linked to a task (join table between tasks and CIs)

task_cmdb_ci_service

ServiceNowTables.TaskCMDBCISerivce

Fetch affected services linked to a change (join table between tasks and CMDB CI services)

task_outage

ServiceNowTables.TaskOutage

Fetch outage records associated with a change (via getOutageRecord)

conflict

ServiceNowTables.Conflict

Fetch scheduling conflict records for a change

Business service record (typically cmdb_ci_service)

Follows the business_service reference link on the change record

Primary CMDB CI record (typically cmdb_ci or subclass)

Follows the cmdb_ci reference link on the change record

Note: If the CI resolves to a subclass table (i.e. cmdb_ci_*), AI Incident Prevention will try to read the subclass record for other fields. AI Incident Prevention will fall back to reading the base cmdb_ci record if permission to query the subclass table is not available.

Affected service detail records

Follows cmdb_ci_service links from task_cmdb_ci_service join records

Affected CI detail records

Follows ci_item links from task_ci join records

change_request

updateRecord

Sync risk score/level fields back to the change record (field sync feature)

change_request

addWorkNote

Post a work note with the risk assessment summary

Authentication Method

Choose how you'd like to authenticate with this integration. The following methods are available:

ServiceNow URL

Base URL of your ServiceNow instance. (For example, https://[company].service-now.com)

Credentials

If you selected Basic Auth as your authentication method, enter the Username and Password of the ServiceNow account that AI Incident Assistant should use for API interactions.

If you selected OAuth 2.0 as your authentication method, enter your OAuth Client ID and OAuth Client Secret, and optionally enter the Token URL Override.

Custom Headers (Optional)

Add custom HTTP headers to include with all API requests. For each header, include the Header Name and Header Value. To add additional headers, click the + sign. 

Deployment Type

Select whether your Prometheus instance is Cloud or On-Prem.

Certain integrations have endpoints that work only with one deployment type. Selecting the correct option automatically applies the right guardrails to the AI Incident Assistant agents.

Note: On-prem integrations can connect via the Relay Client, enabling secure communication with infrastructure behind your firewall.Remote Connections

System Time Zone

Select the time zone configured in your ServiceNow instance.

This ensures that ServiceNow correctly interprets dates and times to maintain consistency.

Override Display Base URL (Optional)

If your ServiceNow base URL points to a reverse proxy endpoint, enter an override URL that AI Incident Assistant will use to display ServiceNow links when responding to user queries.

For example, if your API endpoint is https://proxy.company.com/servicenow but users access ServiceNow at https://company.service-now.com, enter the latter here.

System/Schema Nuances

List any special field mappings, naming conventions, custom tables/fields, or other knowledge that helps AI Incident Assistant more effectively interact with your tool.

We highly recommend configuring this field, as it allows you to enter organization-specific information that enables AI Incident Assistant to provide more accurate and consistent results. 

For example, you can include explanations of any custom fields and when or how they should be used to handle certain types of user queries.