Unlike ConnectWise or Halo, ServiceNow uses an OAuth consent flow. After entering your credentials in the Neo dashboard, a popup window opens to your own ServiceNow instance where an admin approves access. The popup auto-closes when consent completes.
Your ServiceNow instance URL — for example https://acme.service-now.com. Must use HTTPS, no trailing slash, no path. FedRAMP / Government Community Cloud customers can also use *.servicenowservices.com instances.
The Client Secret from your OAuth Application Registry entry. Treat this like a password — Neo stores it encrypted in our Key Vault and uses it only to refresh access tokens.
Client ID: the Client ID from your OAuth Application Registry entry
Client Secret: the Client Secret from the same entry
The ServiceNow connect form in the Neo dashboard
Click Connect ServiceNow. The dashboard will open a popup window pointed at your ServiceNow instance’s OAuth consent page.
If your browser blocks the popup, the dashboard falls back to a full-page redirect. Either flow works — the result is the same.
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Approve in ServiceNow — sign in as the Neo service account
The popup loads your ServiceNow instance and prompts a user to approve Neo Agent’s access.
The OAuth consent screen on your ServiceNow instance — sign in as the Neo service account user, then click Allow
Before clicking Allow, make sure the active ServiceNow session belongs to the dedicated Neo service account (Neo Agent user, or whatever you named it on the previous step). If a different user is signed in, log out of ServiceNow first, then sign in as the service account, then click Allow.The popup closes automatically when consent completes and the dashboard updates to show the integration as connected.
The user who clicks Allow becomes Neo’s identity in ServiceNow. Every note, comment, state change, and time entry Neo creates is attributed to that user in your audit trail. The assigned_to field on tickets Neo claims also points at that user. This is a one-click decision with permanent audit-trail consequences — make sure the correct user is signed in.If you click Allow as a personal admin account (e.g. your own user record), Neo will look like you in every audit log entry, your assignment queue will fill with Neo-claimed tickets, and the integration breaks the day you leave the org or your account is disabled. Use the dedicated service account.
Behind the scenes, Neo automatically reads the OAuth user’s sys_id after consent and stores it as Neo’s identity for ticket assignment and write attribution. You don’t need to enter it anywhere — it’s resolved from the OAuth grant itself. To change Neo’s identity later, log out of ServiceNow, sign back in as the new user, and click Reconnect in the Neo dashboard.
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Verify the connection
Back in the Neo dashboard, you should see a green ServiceNow connected banner with your instance URL displayed.Behind the scenes, Neo automatically:
Validated the OAuth refresh token by fetching an access token
Provisioned a Business Rule on the parent task table in your ServiceNow instance (named Neo Agent — Task Webhook) — fires on every task-family subclass via SN’s table inheritance
Created a System Property (x_neoagent.callback_url) holding the per-tenant callback URL the Business Rule POSTs to
Set the integration’s sync state to READY_TO_SYNC
A successful connection means Neo has both API access (for reads and writes) and webhook delivery (for real-time event notifications). No further ServiceNow-side configuration is required.
If you encounter issues during the connect flow, check the following:
`instance_url must be a service-now.com or servicenowservices.com domain`
Make sure the URL starts with https:// (not http://)
The hostname must end with .service-now.com or .servicenowservices.com (FedRAMP/GovCloud customers)
Don’t include a path — just the bare host. https://acme.service-now.com is correct, https://acme.service-now.com/now is not
Vanity URLs are not supported here. Use the canonical platform admin URL even if your end users access ServiceNow via a custom hostname
`OAuth callback failed: invalid_client`
Verify the Client ID matches the OAuth Application Registry entry exactly — copy-paste, don’t retype
Check the Client Secret was copied correctly without extra spaces or newline characters
Confirm the OAuth application is set to Active in ServiceNow
If you regenerated the Client Secret in ServiceNow, update it in Neo via the Reconnect button
Popup opens but immediately closes with no consent screen
The Redirect URL on your OAuth Application Registry entry probably doesn’t match. Verify it’s exactly: https://dashboard.neoagent.io/oauth/servicenow/callback
Extra trailing slashes, query parameters, or http:// (instead of https://) will cause this. The match must be byte-for-byte
`Insufficient privileges` after OAuth completes
The user that approved consent doesn’t have the itil role — Neo can authenticate but can’t read tickets
In ServiceNow, navigate to the user record and assign the itil role (or your equivalent role with Table API read/write on the task family)
Click Reconnect in the Neo dashboard to retry — the new permissions take effect on the next refresh
`403` errors when Neo tries to send an email via PSA
Neo’s “Email (sent via PSA)” notification mode hits /api/now/v1/email, which requires the email_api_send role on the integration user (separate from itil)
In ServiceNow, navigate to the user record and assign the email_api_send role
No reconnect needed — the next workflow run will pick it up. Neo will also raise an inbox alert with this exact remediation when it sees the 403
Connected but webhooks aren't arriving
Check System Definition → Business Rules in ServiceNow for a rule named Neo Agent — Task Webhook on the task table. It should exist and be Active
Verify System Definition → System Properties contains x_neoagent.callback_url pointing at a https://...neoagent.io/callback/servicenow?... URL
If either is missing, click Reconnect in the Neo dashboard. The webhook provisioning step is idempotent — it’s safe to re-run, and re-running fixes most provisioning failures (including removing the legacy Neo Agent — Incident Webhook rule on instances connected before mid-May 2026)
The OAuth round-trip happens in the user’s browser, but the ongoing API calls and webhook deliveries flow between Neo’s backend and your ServiceNow instance directly
Once connected, every task-family record on your ServiceNow instance — incidents, requests, request items, tasks, change requests, and problems — will start flowing through Neo’s event pipeline. From here you can:
Build workflows — create automated workflows that triage, route, comment, and resolve ServiceNow tickets. Use the Ticket Type filter in the rules-builder to scope a workflow to specific subclasses (e.g., “fire on incidents and changes only”)
Configure permissions — fine-tune which areas Neo can read versus write in the Neo dashboard’s permission groups
Train your team — introduce your technicians to Neo Agent’s capabilities and how to work with it
Monitor performance — track Neo’s impact on ticket resolution times and technician productivity
Start with simple workflows (e.g., auto-acknowledge a new incident with a courteous note) before enabling more autonomous behavior. This helps you build confidence in the integration before scaling up.
Your ServiceNow integration is now connected. Real-time webhook deliveries and API operations are both active.
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Responses are generated using AI and may contain mistakes.
