Issue connecting Copilot with ServiceNow using OAuth 2.0 for Knowledge

yvonnemay
Tera Contributor

‎11-19-2025 02:36 PM

We have configured Copilot to integrate with ServiceNow Knowledge to share KBA's articles in Teams.

We used OAuth2.0 and set up the configuration with a Client ID and Secret.  However - to 'authorize' we are forced to enter a User ID/Password that authenticates via OKTA.  This created an entry in the oauth_credentials table with both the Application Registry (client id/secret) and User (person who logged on to authenticate).  Changing the entry to the Service Account for 'copilot' did not fix the problem.  It is still connecting via the User that 'authorized' during the configuration.

yvonne_may_0-1763590989978.png

This seems awkward because:

1) Using OAuth2.0 - should not require a User ID

2) The Application Registry record does have the OAuth Application User aligned to the record.

3) We should NEVER have a User responsible for an automated configuration.

yvonne_may_1-1763591194722.png

 

Any ideas how to correct this misalignment?

Thanks!  

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shelbyadams
Tera Contributor

2 weeks ago

We are having issues with this connector as well, a similar use case of sharing knowledge.

Our issue is slightly different: we can set up the connection just fine and it works through our SSO, but it requires the end user to enter the client ID/secret during the connection process. 

 

I notice in your screenshot you are using "client credentials" as the grant type. We use "authorization code". Could the credential grant type be forcing your users to enter credentials? Sorry I dont have an answer for you.

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