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The Neo panel sits on the ServiceNow ticket form, below the form’s fields. A technician approves what Neo asks to do on the ticket, sees what Neo did on it, runs an agent on it and chats with Neo, without leaving ServiceNow. The panel shows on the incident, request, request item, catalog task, change request and problem forms, in the classic form view and in Next Experience. It does not show in Service Operations Workspace.

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Before you start

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Turn on the panel

1

Open the Neo in ServiceNow tab

In the Neo dashboard, go to Integrations → ServiceNow → Neo in ServiceNow.
2

Add the panel

In step 2, click Add the panel. Neo adds the panel to your ServiceNow forms. The bar at the top shows On.
3

Give your technicians a Neo user

In step 3, invite your technicians as User. Then, in Integrations → Technician Mapping, link each technician to their Microsoft account by hand.
4

Open a ticket

Open an incident in ServiceNow. The panel shows below the form’s fields and signs in with the technician’s ServiceNow login. It asks for no other sign-in.
You can also ask the Neo Support Agent: “Turn on the Neo panel in ServiceNow.” Neo makes the panel’s signing secret and keeps it. You never type or copy a secret.

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Give Neo’s account the admin role

If Neo says its ServiceNow account needs the admin role:
1

Open the user

In ServiceNow, go to User Administration → Users and open the user Neo connects as (the user who approved Neo’s connection).
2

Add the admin role

On the Roles tab, click Edit, add admin and save.
3

Add the panel again

In the Neo dashboard, click Add the panel again.
You can remove admin after the panel is added. Repair, Rotate secret and Turn off need it again.

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Install with an Update Set

Use this when Neo’s ServiceNow account has no admin role. The Neo in ServiceNow tab shows these steps, with the download and the secret.
1

Download the Update Set

In the Neo dashboard, go to Integrations → ServiceNow → Neo in ServiceNow, and click Download the Update Set.
2

Import and commit it

In ServiceNow, go to System Update Sets → Retrieved Update Sets → Import Update Set from XML, and upload the file. Open the Neo Agent panel update set, click Preview Update Set, then Commit Update Set.
3

Paste a new secret

In the Neo dashboard, click Show a new secret, then Show it, and copy the secret. Neo shows it once. In ServiceNow, open the system property x_neoagent.panel_secret (enter sys_properties.list in the filter navigator and search for it), paste the secret as its value, and save.
4

Add the panel to your forms

On each form your technicians use (Incident, Request Item, Catalog Task, Change Request, Problem), open Configure → Form Layout, add Neo panel to the form, and save.
The Update Set holds no secret. Neo cannot read the panel without the admin role, so the tab says Installed by Update Set: Neo cannot check it, and has no Repair or Turn off.
  • New secret: click Show a new secret and paste the new one. Old panel links stop working at once; the panel works again after you save the property.
  • Update the panel: import a new download, then paste a new secret, because the import empties the secret.
  • Remove the panel: in ServiceNow, remove Neo panel from your forms, and delete the NeoPanelSigner Script Include, the neo_panel UI Macro, the Neo panel UI Formatter and the x_neoagent.panel_secret property. To stop the panel at once, click Show a new secret in Neo and do not paste it: the old secret stops working.

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What each technician sees

The panel shows only to ServiceNow users with the itil role, and only on a ticket they can open. A technician gets approvals, agent runs and Neo chat only when a Neo admin linked their Microsoft account by hand in Integrations → Technician Mapping. A technician whose account Neo matched by name or email sees the ticket only, and the panel asks them to get linked in Technician Mapping. In ServiceNow, a user can change their own name and email, so Neo does not trust those matches here. Live chat is not in the ServiceNow panel yet.

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Turn off or rotate the secret

In Integrations → ServiceNow → Neo in ServiceNow, click … in the bar at the top:
  • Turn off removes the panel and its records from ServiceNow and deletes its signing secret, so old panel links stop working. Add the panel adds it again with a new secret.
  • Repair sets the panel right, and adds it to a form where it is missing.
  • Rotate secret gives the panel a new signing secret. A technician with a ticket open reloads it.

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Troubleshooting