ServiceNow AI agents as secondary agents

  • Release version: Australia
  • 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 as secondary agents within other agentic AI systems like Google Cloud or Azure OpenAI using the Agent2Agent (A2A) protocol. This allows ServiceNow AI agents to be discovered and utilized on external AI platforms, enhancing interoperability and extending AI capabilities across ecosystems.

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    After creating an AI agent in AI Agent Studio, administrators can access and share the Agent Card URL for easy reference. The execution endpoint follows the format {{instance}}.service-now.com/api/snaia/a2a/v2/agent/id/{{agent-id}}. Authentication for both agent discovery and execution can be managed via OAuth or API keys. ServiceNow customers can verify agent activity on their instance by reviewing the Execution Plan [snaiaexecutionplan] table, which logs conversation prompts and execution details.

    Key Features

    • Discoverability Settings: Enable third-party platforms to access ServiceNow AI agents via AI Agent Studio’s Settings under External AI Agents > Discoverability by toggling “Allow third party to access ServiceNow AI Agents.”
    • Communication Modes: Supports both synchronous (real-time) and asynchronous (deferred) communication between ServiceNow AI agents and external AI providers.
    • Asynchronous Connection Setup: Requires a callback URL registered in the External Agent Callback Registries [snaiaexternalagentcallbackregistry] table for push notifications. This process creates a Connection & Credential Alias [sysalias] record to manage authentication credentials.
    • Authentication Management: Credentials can be added and managed via Connection records linked to the callback registry entries, ensuring secure communication.
    • Verification Tools: The “Verify URL” option in the callback registry allows testing the callback URL connection to ensure notifications function correctly.

    Practical Implications for ServiceNow Customers

    By enabling ServiceNow AI agents as secondary agents, customers can seamlessly integrate their AI capabilities with popular external AI platforms, facilitating a flexible and scalable AI ecosystem. This integration supports enhanced AI-driven workflows, combining ServiceNow’s native intelligence with other AI models.

    Customers managing multi-platform AI solutions benefit from centralized authentication and monitoring via ServiceNow’s execution and callback tables. The ability to configure synchronous or asynchronous communication modes allows tailoring integrations to specific operational needs, such as real-time interaction or event-driven processing.

    Overall, this functionality empowers ServiceNow customers to leverage their AI agents beyond the ServiceNow environment, improving collaboration with third-party AI services and expanding automation possibilities.

    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.

    Discoverability page in AI Agent Studio settings.

    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 URL that is displayed for secondary agents for easy access so the admins can view, copy, and consume the URL.

    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.