ServiceNow + governed AI agents
ServiceNow is usually the system with the strictest change-control expectations in the building. That makes it a natural fit for an approval-gated agent: propose the incident update, show the diff, record who approved it, execute with a stored service credential.
Connecting ServiceNow
| Definition | Import the Table API specification scoped to the tables you want reachable — not the whole instance. |
|---|---|
| Credential | Basic auth against an integration user, or OAuth 2.0. Either way the credential lives in your vault. |
| Stored as | A secret:// reference to your own vault. FlozentAi never holds the value. |
Actions teams usually publish
Action names are yours to choose during review — these are the shapes most teams end up with. Anything that writes is confirmation-gated unless you deliberately publish it otherwise.
| Action | Kind | What it does |
|---|---|---|
incident.get | Read | Read one incident and its work notes. |
incident.search | Read | Query incidents by assignment group. |
incident.update | Write | Update state or add a work note. |
request.create | Write | Raise a catalogue request. |
What people build with it
- A service-desk assistant that drafts the resolution note and waits for the technician to approve it.
- Change-request preparation where the agent assembles the detail and a human submits it.
- Read-only incident summarisation for a manager-facing dashboard, with no write actions published at all.
There is no field in the console that accepts a token or a password. You store the secret in your vault and give FlozentAi a reference; the runtime resolves it inside the execution layer, after the policy decision.
ServiceNow questions
Our ServiceNow instance is not reachable from the internet.
Then FlozentAi cannot call it directly. A connection needs an HTTPS origin the execution layer can reach — most teams expose a narrowly scoped gateway rather than the instance itself.
Can we restrict which tables are reachable?
Yes, and you should. Import a specification covering only those tables. Actions that were never imported cannot be called, regardless of what the credential could do.
Use cases that involve ServiceNow
Connect ServiceNow the governed way.
Import the specification, review what it found, and publish only what you want reachable.