ServiceNow Integration

What TR-AI does on an incident

Step 1 — Create the integration user

1. 1
   Create a user

   System Security → Users → New. User ID e.g. tr_ai.integration, tick Web service access only, set a password.
2. 2
   Grant roles

   Add the itil role (read/write incidents). The user must also be able to read sys_journal_field (comments/work notes), sys_user, sys_user_group and sys_choice — grant read ACLs or a custom role if your instance restricts them.
3. 3
   Optional: create a Triage group

   User Administration → Groups → New, name Triage. Incidents TR-AI can't answer are assigned there (you can choose another group name in TR-AI).

Alternative: OAuth client credentials

On Washington DC or later you can use OAuth instead of a password: System OAuth → Application Registry → New → Create an OAuth API endpoint for external clients. Enable the client_credentials grant (system property glide.oauth.inbound.client.credential.grant_type.enabled = true) and set the OAuth Application User to the integration user above. Enter the client ID and secret in TR-AI.

Step 2 — Enter the credentials in TR-AI

Choose ServiceNow at sign-up (or use Update credentials on the dashboard's ServiceNow setup card) and enter the instance URL (e.g. https://acme.service-now.com) and the username/password or OAuth client. TR-AI reads one incident to verify access — nothing is saved if that fails.

Step 3 — Add the Business Rule

1. 1
   Create the rule

   System Definition → Business Rules → New. Name TicketResolve AI webhook, Table Incident [incident], tick Advanced.
2. 2
   When to run

   When = after, tick Insert and Update. No filter conditions — the script decides.
3. 3
   Paste the script

   Copy the script from your dashboard's ServiceNow setup card — it already contains your webhook URL with its secret key and your integration user — into the Advanced tab, and save.

(function executeRule(current, previous /*null when async*/) {
    // TicketResolve AI — send new incidents and caller comments to TR-AI.
    var isNew = current.operation() == 'insert';
    var commented = !isNew && current.comments.changes();
    if (!isNew && !commented) return;
    // Never send TR-AI's own comments back.
    if (gs.getUserName() == 'tr_ai.integration') return;
    var body = {
        event: isNew ? 'created' : 'comment',
        sys_id: current.getUniqueValue(),
        number: current.getValue('number'),
        short_description: current.getValue('short_description') || '',
        description: current.getValue('description') || '',
        caller_name: current.caller_id.getDisplayValue(),
        caller_email: current.caller_id.email.toString(),
        caller_user: current.caller_id.user_name.toString(),
        comment: isNew ? '' : current.comments.getJournalEntry(1),
        comment_author: gs.getUserName()
    };
    var r = new sn_ws.RESTMessageV2();
    r.setEndpoint('https://ticketresolve.ai/api/integrations/servicenow/webhook/<trial-id>?key=<your-key>');
    r.setHttpMethod('POST');
    r.setRequestHeader('Content-Type', 'application/json');
    r.setRequestBody(JSON.stringify(body));
    r.setHttpTimeout(10000);
    r.executeAsync();
})(current, previous);

Step 4 — Import history and go live

• TR-AI imports resolved and closed incidents from the selected window. The answer is the last agent Additional comment (or the close notes); work notes are stored as internal context only and never quoted to callers.
• New accounts start in assisted mode: drafts appear as work notes and in the dashboard for approval. Switch assisted mode off when you trust the answers.
• Test it: create an incident as a test caller with a question your knowledge base answers, then check the work note / comment.

Resolution details

• State is set to 6 (Resolved). TR-AI reads your active close codes and uses Solution provided (or Solved (Permanently) on older releases). Close notes contain the reply.
• Approving a draft from the dashboard posts it as an Additional comment and resolves the incident the same way; rejecting assigns it to the triage group.
• Delivery failures (for example an expired password) show on the dashboard's integration health, are sent to Slack if configured, and leave a work note with the unsent reply.

Troubleshooting