Docs/Integrations/Servicenow

ServiceNow Integration

The ServiceNow integration has three parts. Each one can be turned on or off separately.

Part	What it does	When it runs
CMDB Hydration	Creates or updates a configuration item for each AI agent	Automatically when a new agent is discovered, or when you select Trigger Manual Sync
Incident Management	Creates incidents in the `incident` table	Automatically for detected violations, and on demand from notification dialogs
Risk Records	Creates records in the `sn_risk_risk` table	Automatically for AI Optimizer and evaluation findings

Requirements

A ServiceNow instance URL, for example https://your-instance.service-now.com.
An account that can read sys_user and write to the tables below:
- CMDB: cmdb_ci_function_ai, cmdb_ai_system_component_product_model, alm_ai_system_digital_asset and cmdb_rel_ci (with the Deployed as relationship type in cmdb_rel_type)
- Incidents: incident
- Risk records: sn_risk_risk
In ANTS Platform, the Owner role, or a custom role with access to Integrations (notification integrations) and admin access to Governance. See Members & Roles.

Connect ServiceNow

Open the integration

Go to Project Settings > Integrations and open the ServiceNow card.

Enter the instance and credentials

Select Connect ServiceNow. In Connect to ServiceNow, enter the ServiceNow Instance URL and choose an authentication method:

Tab	Fields	Sent as
Basic Auth	Username, Password	HTTP Basic authentication
API Key	API Key	`Authorization: Bearer <key>`

ANTS Platform tests the credentials before saving. Passwords and keys are encrypted at rest.

Review the settings

Under Integration Settings, set the options below and save.

Settings

CMDB Hydration

Setting	Notes
Enable CMDB Sync	Turns agent sync on or off. On by default.
Sync Interval	On Agent Discovery (default) syncs each new agent when ANTS Platform first sees it. Manual Only syncs only when you select Trigger Manual Sync.
Discovery Source	The discovery source value written to the CI. Default `SG-AGENTICANTS`.

⚠

The Hourly and Daily sync interval options do not run a scheduled sync today. With either one selected, new agents are not synced automatically. Use On Agent Discovery, or Trigger Manual Sync to sync all agents.

For each agent, the sync creates or updates:

a configuration item in cmdb_ci_function_ai with the agent name, first and last discovered time, install and operational status, manufacturer, a stable object ID and the ANTS Platform agent and project IDs,
a product model in cmdb_ai_system_component_product_model,
a digital asset in alm_ai_system_digital_asset,
a Deployed as relationship between the asset and the CI in cmdb_rel_ci.

Agent Sync Status lists each agent with its ServiceNow CI, status, last sync time and any error.

Incident Management

Setting	Notes
Enable Incident Creation	Turns incident creation on or off. On by default.
Assignment Group	Default assignment group for new incidents
Category and Subcategory	Default category values for new incidents

Incidents are created:

Automatically when ANTS Platform's detectors find PII, PCI or PHI, an ethics or bias violation, or a safety, jailbreak or prompt injection violation in a trace (see AI Violations). One incident is created per trace and violation type.
On demand from AI Agent Center > agent > Risk tab > Unapproved Models (Send Compliance Notification), and from drift alerts (see Drift alerts).

When the agent has been synced to the CMDB, the incident is linked to its CI. Recent Incidents on the ServiceNow page lists the incidents created.

Risk Records

Setting	Notes
Enable Risk Records	Turns risk record creation on or off. On by default.
Risk Category and Risk Owner	Default values for new risk records

Risk records are created automatically when the AI Optimizer finds a cheaper model or a lower latency model for an agent, and when every LLM-as-a-Judge evaluation in an AI Optimizer run fails. Recent Risk Records lists them.

Deployment notes

Incidents, risk records and CMDB sync are processed by the worker service one job at a time, at up to 10 ServiceNow API calls per minute. On self-hosted deployments, the worker setting QUEUE_CONSUMER_SERVICENOW_QUEUE_IS_ENABLED (default true) must stay on, and the data store service setting SERVICENOW_INCIDENT_PUBLISHING must not be false for automatic incidents.

Troubleshooting

Credentials rejected. Check the instance URL and that the account can read sys_user.
CI sync errors. Open Agent Sync Status to see the error per agent. Missing CMDB tables or the Deployed as relationship type cause sync errors.
Too many incidents. Automatic incidents are created per trace. Turn off Enable Incident Creation or limit detection for noisy agents in AI Guardrails.