CoPilot - ServiceNow connector integration

SaurabhMahe
Tera Contributor

4 weeks ago

 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.

SaurabhMahe_0-1790770510828.png

 

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:

  1. Does the standard ServiceNow connector support End user account authentication when used as a Copilot Studio tool?
  2. Is any additional configuration required in the connector, connection reference, solution, or Copilot Studio agent to enable this option?
  3. Can the ServiceNow connection be published so that each agent user authenticates through Microsoft Entra ID using their own ServiceNow identity?
  4. 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.

0 Helpfuls
  • 718 Views
5 REPLIES 5

VikramKhatri
Tera Contributor

2 weeks ago

Hello @SaurabhMahe,

 

Please refer to the official Microsoft documentation for the ServiceNow connector: ServiceNow - Connectors | Microsoft Learn

 

I recommend reviewing your configuration steps against the documentation, as it may help identify any missing or incorrect settings.

 

If you find this response helpful, please consider marking it as Helpful or Accepted Solution.

 

Regards,
Vikram Khatri.

0 Helpfuls

mgrieve
Tera Contributor

2 weeks ago - last edited 2 weeks ago

Can anyone advise in which country the data is held for Co-Pilot? 

0 Helpfuls

VikramKhatri
Tera Contributor
In response to mgrieve

2 weeks ago

 

Hello @mgrieve,

 

If your question is specific to this ServiceNow connector use case, the data remains in your ServiceNow instance. Microsoft Copilot does not replicate or permanently store the ServiceNow data; it retrieves and indexes the content based on the configured connector and the permissions available to the user.

 

Regards,
Vikram Khatri.

mgrieve
Tera Contributor

2 weeks ago

Thank you 

0 Helpfuls