ServiceNow AI agents as secondary agents

  • Release version: Zurich
  • 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 and Azure OpenAI. This capability allows ServiceNow AI agents to operate alongside or within external AI platforms using the Agent2Agent (A2A) protocol. After creating an AI agent in AI Agent Studio, administrators can access and share the agent’s URL for easy connection and management.

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    Authentication for both agent discovery and execution can be handled via OAuth or API keys, ensuring secure interactions. ServiceNow provides monitoring through the Execution Plan table, where conversations and execution details are logged and can be verified.

    Key Features

    • Discoverability Settings: Administrators can enable third-party platforms to discover ServiceNow AI agents via AI Agent Studio’s Settings under External AI Agents by toggling the “Allow third party to access ServiceNow AI Agents” option.
    • Communication Modes: Supports both synchronous (real-time) and asynchronous (delayed) communication modes between external AI agents and ServiceNow AI agents.
    • Asynchronous Connection Setup: Requires registering a callback URL in the External Agent Callback Registries table to receive push notifications. This setup also involves creating a Connection & Credential Alias record for authentication and verification of the callback URL.
    • Agent Execution Endpoint: Uses a specific API endpoint URL format to invoke the ServiceNow AI agent’s execution, facilitating integration and automation workflows.
    • Monitoring and Verification: Execution plans can be tracked in the Execution Plan table by matching conversation prompts, enabling admins to verify agent activity and performance.

    Practical Benefits for ServiceNow Customers

    • Extend AI Capabilities: Integrate ServiceNow AI agents seamlessly as secondary agents within broader AI ecosystems, enhancing AI-driven workflows and automation.
    • Flexible Communication: Choose synchronous or asynchronous communication to fit varying use cases and system requirements.
    • Secure and Manageable Integration: Use standard authentication methods and centralized settings to control access and monitor AI agent usage effectively.
    • Improved Visibility: Track AI agent interactions and execution plans within ServiceNow, supporting troubleshooting and optimization.

    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 direct 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 direct to 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.