Integrating GPT Actions with ServiceNow allows users to interact with their instance through a Custom GPT, enabling record creation, updates, and automation using natural language. This approach simplifies workflows, reduces manual effort, and enhances efficiency.
https://platform.openai.com/docs/actions/introduction
What Are GPT Actions?
GPT Actions enable a Custom GPT to connect with external systems like ServiceNow via REST API calls. This allows users to retrieve information, create records, and trigger workflows in ServiceNow directly from ChatGPT.
Getting Started
This guide provides a step-by-step process for setting up a Custom GPT with ServiceNow. You will need:
- A ServiceNow instance (e.g. PDI)
- An OpenAI account (with access to create Custom GPTs)
Step 1: Configure OAuth in ServiceNow
To allow a Custom GPT to interact with ServiceNow, you can configure OAuth 2.0 authentication in your instance.
Navigate to Application Registry
Go to System OAuth > Application Registry in ServiceNow
Click New and select Create an OAuth API endpoint for external clients
Register a New Application
Enter a Name (e.g., ActionGPT Integration)
Save the record. Client ID and Client Secret will be auto-generated - note them down.
Leave the Redirect URL empty for now, we will populate it later from the GPT Action.
No scopes need to be defined for testing the integration.
Step 2: Create a GPT Action
Once ServiceNow is ready, configure a new Action in your Custom GPT to interact with the instance.
Create a New Action
In the edit view of your custom GPT, scroll down to the “create new action” option and click on it
Select OAuth as the authentication
Use the Client ID and Client Secret from the ServiceNow registry
Use https://[YOUR_PDI].service-now.com/oauth_auth.do as the authorization URL
Use https://[YOUR_PDI].service-now.com/oauth_token.do as the token URL
Leave the scope empty and the token exchange method as Default
Define the API Schema
- Once you save the authentication details, your GPT Action requires an Open API schema to describe the parameters of the API call, which is a standard for describing APIs.
- This schema defines the API paths and their request and response structure so the custom GPT knows how to call the API and the format of the response.
- You can use the official OpenAI custom GPT to help you generate the schema
- Example of Open API schema:
openapi: 3.1.0
info:
title: ServiceNow Incident API
description: API to create an incident in ServiceNow using the Table API
version: 1.0.0
servers:
- url: https://[YOUR_PDI].service-now.com/api/now
description: ServiceNow instance
paths:
/table/incident:
post:
operationId: createIncident
summary: Create a new incident
description: Inserts a new incident record in ServiceNow and returns the incident number and short description.
parameters:
- name: sysparm_fields
in: query
description: Comma-separated list of fields to return in the response.
required: false
schema:
type: string
example: number,short_description
requestBody:
required: true
content:
application/json:
schema:
type: object
properties:
short_description:
type: string
description: Brief summary of the issue.
description:
type: string
description: Detailed description of the issue.
contact_type:
type: string
description: The type of contact that reported the issue.
caller_id:
type: string
description: The email or sys_id identifier of the caller.
u_affected_user:
type: string
description: The email or sys_id identifier of the affected user.
required:
- short_description
- description
- contact_type
- caller_id
- u_affected_user
responses:
'201':
description: Incident successfully created
content:
application/json:
schema:
type: object
properties:
result:
type: object
properties:
number:
type: string
description: The incident number.
short_description:
type: string
description: The short description of the issue.
'400':
description: Bad request - Invalid input
'404':
description: Not found - Invalid endpoint
security:
- basicAuth: []
Step 3: Update OAuth Configuration in ServiceNow
After saving your GPT Action, return to the custom GPT configuration screen. You will find the callback URL displayed there
Copy the callback URL and paste it into the Redirect URL field in your ServiceNow app registry to complete the configuration
Step 4: Testing the Integration
- Click Test in the Custom GPT settings. A pop-up will request permission for the connection. Approve it to proceed.
- Use Postman or another API tool to validate requests.
Optimizing Custom GPT Actions
To ensure effective integration, configure the Custom GPT to invoke actions at the appropriate time.
Example: Incident Creation Custom GPT
...
The chatbot attempts to assist the user in resolving their issue with clear guidance.
If the user’s problem remains unresolved or they explicitly request an incident, proceed with incident creation.
Incident Creation Request:
The chatbot must collect the user’s email (mandatory for caller ID and affected user fields)
The chatbot structures the incident request in first-person format (e.g., "My laptop is broken...")
The chatbot constructs the ServiceNow API request with the following required fields:
contact_type = "self-service"
caller_id = [User Email]
short_description = [User's Issue Summary]
description = [Full User Description]
The chatbot submits the request to ServiceNow.
Confirmation & Follow-up:
The chatbot confirms that the incident has been created and provides the incident number
...
