ServiceNow AI agents as secondary agents

  • Release version: Yokohama
  • Updated November 18, 2025
  • 2 minutes to read
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    Summary of ServiceNow AI agents as secondary agents

    ServiceNow enables integration of its AI agents into other agentic AI systems like Google Cloud or Azure OpenAI, allowing these agents to operate as secondary agents within broader AI ecosystems. This is achieved using the Agent2Agent (A2A) protocol, which facilitates communication between ServiceNow AI agents and external AI platforms. Customers can leverage REST endpoints to discover and execute ServiceNow AI agents from other platforms, authenticated via OAuth or API keys.

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    Key Features

    • Agent Discoverability: In AI Agent Studio’s Settings under External AI Agents > Discoverability, customers can toggle “Allow third party to access ServiceNow AI Agents” to enable external platforms to find and use ServiceNow AI agents.
    • Communication Modes: Supports both synchronous and asynchronous communication between ServiceNow AI agents and external AI providers, offering flexibility in integration based on customer needs.
    • REST Endpoints for Integration: Provides specific REST URL formats for discovering AI agent cards and executing agents, which customers can call from external platforms to interact with ServiceNow agents.
    • Execution Plan Tracking: Customers can verify AI agent execution on the ServiceNow side via the Execution Plan [snaiaexecutionplan] table, which logs conversation prompts and execution details.
    • Asynchronous Connection Setup: For asynchronous communication, customers must register a callback URL in the External Agent Callback Registries table. This enables push notifications and requires verifying the connection and adding credentials for authentication.

    Practical Application for ServiceNow Customers

    By integrating ServiceNow AI agents as secondary agents, customers can enhance their AI workflows by combining ServiceNow’s capabilities with external AI platforms. Enabling discoverability allows these agents to be utilized seamlessly on third-party platforms, expanding their reach and functionality. The choice between synchronous and asynchronous communication modes lets customers tailor performance and responsiveness to their specific integration scenarios. Using the provided REST endpoints and authentication methods ensures secure and manageable interactions. Monitoring execution plans within ServiceNow helps customers maintain visibility and control over AI-driven conversations originating from external systems.

    Integrate ServiceNow AI agents into other agentic AI systems, such as Google Cloud or Azure OpenAI.

    Enabling discovery of ServiceNow mobile agents

    In AI Agent Studio, on the Settings page, under External AI Agents > Discoverability, you can enable the discovery of ServiceNow AI agents to use on other AI platforms. To do so, toggle Allow third party to access ServiceNow AI Agents.

    You can also choose between Synchronous and Asynchronous communication between your external AI agent and the agentic AI provider.

    ServiceNow AI agents as secondary agents overview

    You can connect your ServiceNow agent to other agentic AI model providers using the Agent2Agent protocol.

    After creating your AI agent in AI Agent Studio, you can point to the Agent Card by using the following REST endpoint URL format: {instance}.service-now.com/api/sn_aia/a2a/v2/agent_card/id/{{agent_id}}, where {instance} is the instance name and {agent_id} is the sys_id of the AI agent on the AI Agents [sn_aia_agent] table. The {instance_id}.service-now.com is the server URL, and the rest is the path.

    The endpoint to point to for the actual execution of the AI agent is in the format {{instance}}.service-now.com/api/sn_aia/a2a/v2/agent/id/{{agent-id}}.

    You can use the same OAuth or API key for authenticating the agent discovery and the agent execution.

    To verify that your AI agent is running from the ServiceNow side, during a conversation with the AI agent, you can go to the Execution Plan [sn_aia_execution_plan] table. From the Execution Plan table, you can identify the execution plan based on the Objective field that contains the prompt from the conversation on the other platform.

    For more information about sample payloads for Google A2A with ServiceNow AI agent as Secondary agent, see Sample payloads for Google A2A.

    For more information about setting up instructions for your ServiceNow AI agents as secondary agents (acting as A2A server), refer to Authentication for Google A2A - ServiceNow as Secondary Agent.

    Asynchronous connection

    Asynchronous connection involves communication where the sender and receiver don't have to be active simultaneously unlike the synchronous communication mode.

    To establish asynchronous connection, you must obtain a callback URL for push notifications to function.

    Once you have obtained a callback URL, you must create a record on the External Agent Callback Registries [sn_aia_external_agent_callback_registry] table. Go to the table, select New, and enter the callback URL. Save the record.

    Once you save the record, a Connection & Credential Alias [sys_alias] record is created for you. To add authentication, you can open the Connection record associated with the sys_alias record and add a credential to the Credential field.

    When the record is created, you can go back to the External Agent Callback Registry record you created and select Verify URL to test the connection works as expected.