How can I update an INC in ServiceNow using Copilot Studio?

[CamiloH]

Hello everyone,

I’m trying to connect my agent with the incidents in ServiceNow. The idea is to simply ask the agent to update certain information in the incidents section in SN, and the agent will handle it. Is this possible?

Thank you.

[Mark Manders]

What have you already tried and didn't work? Do you already have something configured to have agents interacting with the ServiceNow instance? Or are you starting from scratch. And do you have a practical use case for this, or is it just for exploring and learning?

[Luiz Lucena · Accepted solution]

Hi @CamiloH 

That is totally possible, recently I did a MS training on Copilot, Azure AI, etc. They have integration with ServiceNow, even though the training was not much specific because it was a different topic, it should be not much difficult.

You will need to setup the API connection in your MS environment (creating the App Registration, client ID and secret, etc.).

Then, in ServiceNow, you will need to setup the usage for that API through a flow, by choosing what actions it will perform in the instance (i.e.: updating records, retrieve information, etc.).

This is a very high level overview.