Register the ServiceNow OAuth application Neo Agent connects with
Neo Agent connects to ServiceNow with the OAuth 2.0 Authorization Code grant. You register a dedicated OAuth application in your own instance; Neo never sees your credentials directly.
In ServiceNow, use the navigation search (top left) to find System OAuth → Application Registry and open it.
Search for 'system oauth' and click Application Registry in the results
2
Create a new OAuth integration
Click New (top right). When ServiceNow asks what kind of OAuth application, choose New Inbound Integration Experience (the first option). On the Inbound Integrations page, click New integration.
The Application Registry list, click New to begin
Pick 'New Inbound Integration Experience'; entries marked [Deprecated UI] still work but are flagged for removal
The Inbound Integrations page, click 'New integration' (top right)
3
Pick the OAuth grant type
Choose OAuth - Authorization code grant (the first option).
Pick 'OAuth - Authorization code grant'
Neo uses the Authorization Code grant so every action it takes (notes, state changes, time entries) is attributed to the OAuth user in your audit logs. The other grant types either lose user attribution or require Neo to know the user’s password.
Keep the default of 1800 seconds. Neo refreshes access tokens automatically.
Leave Active checked and save. ServiceNow generates a Client ID and Client Secret. Copy both now, together with your instance URL (for example https://acme.service-now.com, no trailing slash). The connect step needs all three.
The New record form with the auto-generated Client ID and Client Secret
Copy the Client Secret as soon as it is generated. In some configurations ServiceNow re-encrypts the field after you navigate away, and you have to regenerate it.
The Authorization Code grant runs as a specific user, and every note, state change, time entry, and assignment is attributed to that user for the lifetime of the connection. Create a dedicated Neo Agent service account before you connect; do not reuse a personal admin account or a shared integration user.Create the user with:
Setting
Value
User name
neo.agent, display name Neo Agent (Service Account)
Role
itil, so it can read and update task-family records, take assignments, and post customer-visible comments
Table API read and write
task plus every subclass your agents work with: incident, sc_request, sc_req_item, sc_task, change_request, problem
Table API read and write
sys_journal_field (notes), task_time_worked (time entries), sys_user, sys_user_group (assignment lookups), and any custom u_* columns your agents set
Optional role
email_api_send, only if you plan to use Neo’s “Email (sent via PSA)” notification mode
Account state
Active = true, email notifications off
Password
One you can sign in with; you log into ServiceNow as this user during the connect step
The user who is signed in during OAuth consent becomes Neo’s identity, not the user who created this OAuth app. If a different person is signed in when they click Allow, their account becomes Neo’s identity. See the connect step.
