ServiceNow
Employees submit tickets for password resets, VPN issues, and software access. Your AI agent queries ServiceNow's Table API in real time, checks existing ticket status, creates new incidents with full context, and resolves common requests before a human agent gets involved. Ticket volume drops while resolution speed climbs.
Your AI agent leverages ServiceNow's Table API to create, query, and manage IT service records directly from employee and customer conversations.
ServiceNow
See how IT teams use AI agents to deflect common tickets, streamline incident creation, and give employees instant answers from ServiceNow data.
An employee messages 'I forgot my password.' Your AI Agent searches ServiceNow's knowledge base for the self-service password reset article, walks the employee through the steps, and verifies they regained access. If the self-service path fails, the agent creates an incident automatically. Either way, the employee gets help in under two minutes instead of waiting in the IT queue.
An employee reports that their VPN disconnects every 10 minutes. Your AI Agent asks targeted diagnostic questions: operating system, VPN client version, error messages, and when it started. It then creates a ServiceNow incident with all this context, correct categorization, and appropriate urgency. The network team picks up a ticket that is already half-triaged.
An employee checks on their software access request for the third time this week. Your AI Agent queries ServiceNow for the request record, finds it is pending approval from their manager, and tells the employee exactly where it stands with the approver's name. The IT help desk handles zero follow-up queries for requests that are simply waiting in approval chains.
ServiceNow
FAQs
The agent uses ServiceNow's REST Table API to perform CRUD operations on any table. It can query the incident table for tickets, create records in the sc_request table for service requests, search kb_knowledge for articles, and manage attachments. Each query uses sysparm parameters for filtering, field selection, and pagination.
Yes. Based on the conversation context and the symptoms described, the agent sets the category, subcategory, urgency, and assignment group fields when creating the incident. You configure the mapping rules during setup, and the agent follows them consistently.
The agent authenticates with basic credentials (username and password) for a ServiceNow service account. This account needs read access to incident, request, knowledge, and attachment tables. Write access to incident and request tables is needed for creating and updating records.
No. All ServiceNow data is queried in real time during conversations. Employee information, incident details, and knowledge articles are fetched live through the Table API. Tars does not maintain a copy of your ServiceNow records.
Yes. The Table API supports any table in your ServiceNow instance, including custom tables. The agent can create and query records on custom tables by specifying the table name. Custom fields are accessible through the same sysparm_fields parameter used for standard fields.
ServiceNow's Virtual Agent lives inside the ServiceNow portal. Tars AI Agent works on your website, WhatsApp, Slack, Microsoft Teams, and any external channel where your employees or customers communicate. It also connects to other tools beyond ServiceNow for cross-system responses.
Yes. The agent supports the sysparm_query_no_domain parameter. By default, it respects domain restrictions configured for the service account. Admins with the query_no_domain_table_api role can configure the agent to access records across domains.
The agent creates a ServiceNow incident with the full conversation transcript, diagnostic details gathered during the chat, and a suggested priority level. It then confirms the ticket number with the employee and sets expectations for response time based on your SLA configuration.
Don't limit your AI Agent to basic conversations. Watch how to configure and add powerful tools making your agent smarter and more functional.
Privacy & Security
At Tars, we take privacy and security very seriously. We are compliant with GDPR, ISO, SOC 2, and HIPAA.
Email - sales@hellotars.com
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