Microsoft Copilot OOTB Connectors & ServiceNow Integration

[Mariam_Ahmed]

Hi everyone!

Has anyone integrated Microsoft Copilot with ServiceNow using OOTB connectors for Knowledge Articles, Tickets, and Catalog Items?

We recently implemented this on a project, but the results have been quite inconsistent. On Tuesday, Copilot returned all the correct information for a specific RITM or Problem record, but when I ran the same query against the same records the next day, it returned no results at all.

Not sure if this is related to connector configuration, indexing, or something on the Copilot side. Has anyone faced similar issues? What was the root cause, and how did you resolve it?

Would love to hear your experiences before investing more time in troubleshooting! 

[pururavasin]

Hello @Mariam_Ahmed ,

If you can see the RITM record in your ServiceNow environment and Copilot is unable to fetch the result,

Then this can be due the CoPilot User (tagged as an Integration Profile) no longer have read access to the RITM table.

Can you verify the necessary ACLs on RITM table?

Please mark this answer correct/helpful, if it serves your purpose.

Best regards,

Puru.

[Mariam_Ahmed]

Hi @pururavasin , thanks for the suggestion. The integration user already has the 'itil' role, and I’m aware of the ACL requirements for accessing RITM records.