ServiceNow, from task to terminal state.
Neo reads every ServiceNow task, classifies and dispatches it, drives L1 work to the right terminal state, and posts work notes and time, across incidents, service requests, request items, catalog tasks, change requests, and problems.
What Neo does with ServiceNow.
Category, Assignment Group, Urgency, Impact, Priority, CI
Neo reads every task and populates the full classification: category and subcategory, urgency and impact, priority, assignment group, and configuration item.
Assignment group routing
Routes to the right assignment group and assignee using availability, skillset, and current load, respecting ServiceNow's group hierarchy.
L1 fixes to the right terminal state
Password resets, MFA unlocks, permission changes, printer queues, license requests, executed inside ServiceNow and transitioned to the proper terminal state per ticket type.
Concrete work Neo handles in ServiceNow.
Six ticket types, one integration
Native support for incidents, service requests, request items, catalog tasks, change requests, and problems, all through the Table API on the task family.
Auto-installed Business Rule
ServiceNow has no native webhooks, so Neo creates a Business Rule and System Property on first connect. Every insert and update is POSTed to Neo in real time, no manual setup.
comments, work_notes, task_time_worked
Neo posts customer-facing comments and internal work notes, and writes time to task_time_worked attributed to its OAuth user, ready to invoice.
Read and write any u_* column
Neo reads and writes any custom u_* field on the row, so your existing schema and downstream automations keep working.
Reads your KB and docs
Pulls from ServiceNow Knowledge plus client-specific docs in IT Glue or Hudu to apply per-customer conventions before acting.
Live in under an hour.
Connect, configure, go. No code, no long implementation.
Create the OAuth app and service account
Add an OAuth Application Registry entry and a dedicated service account with the itil role and Table API read/write on the task family. About 5 minutes.
Authenticate Neo and consent
Paste the OAuth credentials into the Neo dashboard and consent. Neo installs its Business Rule and System Property on first connect. About 2 minutes.
Go live
First sync runs in the background. Start in test mode, then propose or autonomous per action. Existing business rules and flows keep running.
Questions about the ServiceNow integration.
Which ServiceNow editions and modules are supported?+
Any edition with the task table family and OAuth 2.0 enabled (Standard, ITSM, or higher). Native support covers incidents, service requests, request items, catalog tasks, change requests, and problems.
What about HR Service Delivery, CSM, FSM, or Security Incident?+
Plugin-gated subclasses (HRSD, CSM, FSM, Security Incident) are currently treated as generic tickets via the parent task table, without native enum support.
Do we have to configure webhooks or Business Rules ourselves?+
No. ServiceNow lacks native webhooks, so Neo creates the Business Rule and System Property for you on first connect, and POSTs every task insert and update to its callback in real time.
How does authentication and audit work?+
OAuth 2.0 with a dedicated service account that has the itil role and Table API read/write on the task family. Every action Neo takes is attributed to that user in your audit trail.
How long does setup take?+
Under 10 minutes end-to-end: about 5 minutes to create the OAuth app, 2 minutes to authenticate in Neo, then a few minutes of background sync.
Can we start in read-only mode?+
Yes. Test mode runs everything as proposed work notes first, so you can see what Neo would do before letting it act.
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