Overview

The ServiceNow connector for Gemini Enterprise lets you search and perform actions on your data and records.

Connector types

Gemini Enterprise supports two connector types, letting you choose how you want to access your records:

  • Federated search: Access your records in real-time directly from your ServiceNow app without data ingestion. This mode uses the Authorization Code grant flow, which requires a redirect-based process to obtain access tokens.

  • Data ingestion: Synchronize and index your records within a local data store for high-performance search. This mode uses Resource Owner Password Credentials (ROPC), utilizing direct credentials (username and password) to obtain secrets.

Ensure your ServiceNow app registration is configured with the correct authentication flows based on your use case:

  • If configuring Actions, federated search, or both, configure the Authorization Code flow.
  • If configuring data ingestion only, configure the ROPC flow.
  • If configuring data ingestion along with Actions, you must support both the ROPC flow and the Authorization Code flow.

Supported ServiceNow versions

The ServiceNow connector supports ServiceNow API version v2 and later.

Supported actions

When the ServiceNow data store is enabled, end users can use natural language commands in Gemini Enterprise to perform the actions listed in this section.

Actions fall into three categories, based on how they are enabled in the console:

  • Mutative actions create or modify records in ServiceNow. You can enable each one individually when creating the data store or afterward.
  • Read-only actions enabled by default read ServiceNow data for the end user. They are turned on automatically; you can disable them.
  • Read-only actions available on request read ServiceNow data but are turned off by default. You can enable them individually.

Mutative actions

Action Description
Create incident Create a new incident record in ServiceNow to report and track a service interruption.
Update incident Update an existing incident in ServiceNow using its unique system ID.
Create change request Create a change request in ServiceNow to formally manage and track system changes.
Create task Create a generic task in ServiceNow for tracking any work that needs to be done.
Update task Update an existing ServiceNow task identified by its system ID.
Create service catalog request Create a service catalog request in ServiceNow to order items or services.
Update service catalog request Update an existing service catalog request in ServiceNow.
Create request item Create a request item in ServiceNow to track an individual item or service within a service catalog request.
Update request item Update an existing request item in ServiceNow.
Submit catalog item Submit a service catalog item order in ServiceNow on behalf of the requesting user.
Approve record Approve or reject a pending ServiceNow approval record (sysapproval_approver). Commonly used to act on change requests, requested items, or catalog orders awaiting approval.
Add ticket comment Append a journal entry (additional comment or work note) to any ServiceNow task-derived record (incident, change request, requested item, request, and so on) without modifying other fields.
Create record Create a new record in a specified ServiceNow table.
Update record Update an existing record in a specified ServiceNow table.
Upload attachment Upload a file as an attachment to an existing ServiceNow record using the Attachment API.

Read-only actions enabled by default

Action Description
List incidentsList or query incidents.
List change requestsList or query change requests.
List tasksList or query tasks.
List request itemsList or query request items.
List service catalog requestsList or query service catalog requests.
Search service catalog requestSearch or query service catalog requests.
Search request itemList or query requested items.
Search catalogList or query service catalogs.
Search catalog itemList or query catalog items.
List catalog categoriesList or query catalog categories.
Search knowledge baseList or query knowledge articles.
List knowledge basesList or query knowledge bases.
List problemsList or query problems.
List servicesList or query services.
List outagesList or query outages.
Search configuration itemsList or query configuration items (CIs).
List hardware assetsList or query hardware assets.
List software licensesList or query software licenses.
Search userList or query users.
Search departmentsSearch or query departments.
Search locationsSearch or query locations.
Search projectSearch or query projects.

Read-only actions available on request

Action Description
List assetsList or query assets.
List stockroomsList or query stockrooms.
List service contractsList or query service contracts.
List SLA definitionsList or query SLA definitions.
List consumersList or query consumers.
List accountsList or query accounts.
List contactsList or query contacts.
List casesList or query cases.
List entitlementsList or query entitlements.
List knowledge categoriesList or query knowledge categories.
Search storyList or query stories (rm_story).
Search attachmentSearch or query attachments.
Search portfolioSearch or query portfolios.
Search time cardSearch or query time cards.

Limitations

This section outlines known issues and limitations that may affect your use of the ServiceNow data store.

  • When creating a new app or adding a data store to an existing one, it's recommended to associate only one data store with actions belonging to a single connector type.
  • Enforcing a VPC Service Controls perimeter on existing ServiceNow data stores is not supported. To enforce VPC Service Controls, you must delete and recreate the data stores. For more information on VPC Service Controls and how to use actions after enabling VPC Service Controls, see Secure your app with VPC Service Controls.
  • The ServiceNow data store is supported only in the global, us, and eu locations.

What's next