ServiceNow Integration with Thunai

Thunai integrates seamlessly with ServiceNow to help you automate helpdesk workflows, sync data, and enable AI-powered support. Follow the steps below to connect your ServiceNow instance with Thunai.

Step 1: Login Into Thunai & Connect ServiceNow

1. Open the Thunai application.
2. In the left‑hand menu, click “Helpdesk” (or “Integrations” → “ServiceNow”).

3. Click the “Connect” button next to ServiceNow.
4. In the form that appears, enter:
   • ServiceNow Instance URL: see Step 2 below for how to obtain this.
   • Instance type: Based on your Instance type

• Authentication type: Select basic authentication/ OAuth 2.0
• Enable Modules (Tables): Choose which modules you want to automate with thunai. 

5. Click “Save.”

   
   
   

Step 2: Retrieve Your ServiceNow Key

1. Login into servicenow developer account.
2. Click profile, Select Manage Instance Password.

3. Copy the Instance url, userName and password.

Once connected, your ServiceNow instance will be available inside Thunai for automation, workflows, and AI-driven assistance.

Integration with Agents

Service Management workflows (Incident, Task, Change Request, Problem, and Service Catalog Request) can be integrated with Chat, Voice, and Email Agents. This integration allows users to raise, update, and track service requests directly from agents without accessing the ITSM/Service tool manually.

Supported Agents & Features

1. Chat Agents

• Create New Requests – Raise new Incidents, Tasks, Change Requests, Problems, or Service Catalog Requests from the chat interface.
• Link to Similar Requests – Detect and link new requests with existing ones.
• Check Request Details – View request type, status, priority, SLA, and assignee directly from chat.
• Update Request Details – Update existing request details (priority, assignment, comments).
• Custom Fields Support – Map service fields (e.g., impact, urgency, category). Agents will collect these values during request creation.
• Authorization (Optional) – Add OTP verification or other checks before allowing request creation or updates.

2. Voice Agents

• Create New Requests – Log requests (Incident, Task, Change, Problem, Service Catalog) via voice commands.
• Link to Similar Requests – Identify and link related requests automatically.
• Check Request Details – Retrieve details such as type, status, assigned agent, and SLA compliance through voice prompts.
• Update Request Details – Modify request information using guided voice inputs.
• Custom Fields Support – Capture mapped field values via voice inputs.
• Authorization (Optional) – Secure request actions using OTP or voice-based authentication.

3. Email Agents

• Create New Requests – Submit new Incidents, Tasks, Changes, Problems, or Service Catalog Requests through structured emails.
• Link to Similar Requests – Detect and associate new requests with existing records.
• Check Request Details – Get request details (status, type, assignee, SLA) via automated email responses.
• Update Request Details – Update requests by sending formatted email instructions.
• Custom Fields Support – Collect mapped field values from email body or subject.
• Authorization (Optional) – Add OTP or email-based security verification before allowing updates.

Configuration

1. Create & Configure Common Agents
   • Define Chat, Voice, or Email agents as per your ITSM process.

👉 Learn how to create & configure agents

2. Set Workflow & Map with Service Management
   • Configure workflows for:
     • Incident Management
     • Task Management
     • Change Management
     • Problem Management
     • Service Catalog Requests
   • Map workflows with the Service application to ensure seamless request lifecycle handling.

👉 Learn more about workflows here

Once configured, users can manage Incidents, Tasks, Change Requests, Problems, and Service Catalog Requests end-to-end via Chat, Voice, or Email agents, ensuring faster IT service delivery and better user experience.