Hi Experts,
We have configured the Power Platform ServiceNow connector using Microsoft Entra ID user login. The connection is working successfully, and we can use the ServiceNow List Records connector action as a tool in Copilot Studio.
However, after selecting the ServiceNow connection in the tool configuration, the Authentication option is automatically set to Shared account. We are unable to change it to End user account.
Our requirement is for each Copilot user to access ServiceNow using their own identity so that ServiceNow can enforce the existing:
- ACLs
- Query Business Rules
- Role-based access
- Record-level security
With the current Shared account authentication, all users appear to execute ServiceNow requests through the identity associated with the selected Power Platform connection. This may allow users to receive records based on the connection owner's access rather than their individual ServiceNow access.
Could someone please confirm:
- Does the standard ServiceNow connector support End user account authentication when used as a Copilot Studio tool?
- Is any additional configuration required in the connector, connection reference, solution, or Copilot Studio agent to enable this option?
- Can the ServiceNow connection be published so that each agent user authenticates through Microsoft Entra ID using their own ServiceNow identity?
- If this is not supported, what is the recommended approach for enforcing ServiceNow ACLs and Query Business Rules based on the requesting user's identity
Thanks in Advance.
