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

[Akash38]

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.

[SasibhushanC604]

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: 

• POST https://graph.microsoft.com/v1.0/search/query

1. Sample Request Body:

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

1. • 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.