Virtual agent integration with SAP, Wiki Atlassian, SharePoint and Microsoft 365

Akash38
Tera Contributor

‎04-04-2023 06:46 AM

Hello All

We have a requirement of Integrating OOB Virtual Agent with SAP, Wiki Atlassian, SharePoint and Microsoft 365.

Please let me know if any of the above integration is possible with OOB Virtual agent.

 

Labels:
0 Helpfuls
  • 2,260 Views
5 REPLIES 5

SasibhushanC604
Giga Guru

3 weeks ago

Yes, this is achievable, but not purely OOB. Virtual Agent in ServiceNow acts as a conversational layer, and all integrations need to be implemented via IntegrationHub, REST APIs, or custom actions. Below is a more technical approach for each system, along with a recommended architecture.

 

Overview Technical Architecture:

Virtual Agent Topic → Input Variables → Flow Designer → IntegrationHub / REST Step → External API → Parse Response → Return to VA

 

  • Use VA Topics to capture user input (e.g., search keyword)

  • Trigger a Flow Designer Action

  • Use REST step / Spoke to call external systems

  • Transform the response (JSON parsing)

  • Use IntegrationHub REST step or Graph Spoke:
Steps:
  • Return structured data back to VA using Data Pills
  • 1. SharePoint / Microsoft 365 (Most Common Use Case)
  • Recommended approach: Microsoft Graph API
  • Create a Connection & Credential (OAuth 2.0)
  • Azure App Registration required
  • Permissions: Sites.Read.All, Files.Read.All
Endpoint: 

 

 

  1. Sample Request Body:

 

{
"requests": [
{
"entityTypes": ["driveItem"],
"query": {
"queryString": "{{$flow.variables.search_text}}"
}
}
]
}

 

 

    • Extract:

       

      • name

      • webUrl

      • lastModifiedDateTime

       

      Parse Response in Flow:

       

  2. Send results back to VA:

     

    • Use VA response node or script:

     

return results.map(item => item.name + " - " + item.webUrl).join("\n");

 

 

2. Atlassian Confluence (Wiki)

 

Approach: REST API

 

  • Endpoint:

 

GET /wiki/rest/api/content/search?cql=text~"keyword"

 

  • Authentication:

     

    • API Token + Basic Auth

     

  • Flow:

     

    • REST step → Parse results[] → Extract title + URL

     

3. SAP Integration

Options:

 

  • IntegrationHub SAP Spoke (if licensed)

  • Direct OData / REST APIs from SAP

Example:

 

  • Endpoint:  

    /sap/opu/odata/sap/API_SALES_ORDER_SRV

 

  • Use case:

     

    • Fetch order status

    • Employee data

    • Financial records

     

  • VA triggers Flow → Flow calls SAP → Response returned to VA

 

4. Virtual Agent Topic Design

 

  • Create Topic: “Search External Knowledge”

  • Add User Input:

     

    • Variable: search_text

     

  • Call Flow using Action Node

  • Map Flow output to VA response

 

Optional: Use Adaptive Cards / Rich Responses for clickable links.

 

5. Best Practices

 

  • Use IntegrationHub Actions instead of inline scripting

  • Centralize all API logic in reusable flows

  • Implement error handling:

     

    • Timeout

    • Empty results

     

  • Use pagination / limit results (e.g., top 5 results)

  • Secure credentials using Credential Store

  • Log API responses for debugging

 

6. Alternative (Scalable Approach)

 

Instead of real-time API calls:

 

  • Use AI Search / Knowledge Indexing

  • Index SharePoint / Confluence content into ServiceNow

  • VA queries indexed data → faster + better relevance

 

  • Not fully OOB, but fully achievable

  • Requires IntegrationHub + APIs

  • Microsoft Graph API is the standard for SharePoint/M365

  • Confluence and SAP use REST/OData APIs

  • Virtual Agent simply orchestrates flows and presents results

 

This approach works well for enterprise-scale implementations and keeps the design modular and maintainable.

 

 

0 Helpfuls