> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Set up the Neo panel in ServiceNow

> Add the Neo panel to the ServiceNow ticket form

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. To show it in Service Operations Workspace too, add the [Service Operations Workspace tab](#service-operations-workspace-tab).

## Before you start

* ServiceNow is connected to Neo. See [Connecting to Neo Agent](https://docs.neoagent.io/integrations/psa/servicenow/connecting-to-neo.md).
* Your ServiceNow address ends in `.service-now.com`.
* Neo's ServiceNow account has the **admin** role, so Neo can add the panel for you. See [Give Neo's account the admin role](#give-neos-account-the-admin-role). If you do not give it the admin role, a ServiceNow admin installs the panel with Neo's Update Set: see [Install with an Update Set](#install-with-an-update-set).
* You are a Neo dashboard admin.

## 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.

## 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.

> [!WARNING]
>
> You can remove **admin** after the panel is added. **Repair**, **Rotate secret** and **Turn off** need it again.

## 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.

## Service Operations Workspace tab

The Neo panel can also show as a **Neo Agent** tab in the side panel of a Service Operations Workspace record. Add it after the panel, with either install path. Neo's ServiceNow account does not need the admin role for it.

**1. Download the SOW tab Update Set**

In **Integrations** → **ServiceNow** → **Neo in ServiceNow**, click **Download the SOW tab 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 SOW tab** update set, click **Preview Update Set**, then **Commit Update Set**. It includes an access rule, so commit it as an admin with the **security\_admin** role elevated.

**3. Open a record in Service Operations Workspace**

Open an incident in Service Operations Workspace and open the side panel. Click the **Neo Agent** tab.

If the preview says **Found a local update that is newer than this one** (on an instance that had the tab before), click **Accept remote update** for each record, then commit.

The file is the same for every account: it holds no secret and uses the panel's signer. It was built on Service Operations Workspace 8.5. If the preview reports problems on your version, contact Neo support.

In Service Operations Workspace, the panel does not renew its session by itself: after 30 minutes it says **Your Neo session ended**, and a reload of the record opens it again.

## 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.

## 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.

## Troubleshooting

| The panel says | Do this |
| - | - |
| The Neo panel has no secret yet | Click **Show a new secret** on the **Neo in ServiceNow** tab and paste it into the `x_neoagent.panel_secret` system property. |
| Neo could not open on this ticket | Open the **Neo in ServiceNow** tab: click **Repair** there, or, for an Update Set install, import the latest download and paste a new secret. |
| Neo could not verify this ServiceNow ticket | Reload the ticket. If it stays, click **Repair** in the Neo dashboard. |
| Your Neo session ended | Reload the ticket. |
| Too many tries | Wait a minute, then reload the ticket. |
| Neo could not find this ticket | Check that Neo is connected to this ServiceNow. |
| Open Neo from a ServiceNow ticket | Reload the ticket page. |


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