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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.

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Creating the OAuth Application

1

Find Application Registry

In ServiceNow, use the navigation search (top left) to find System OAuth → Application Registry and open it.
Searching for System OAuth, Application Registry

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.
Application Registry list page

The Application Registry list, click New to begin

OAuth application kind selector

Pick 'New Inbound Integration Experience'; entries marked [Deprecated UI] still work but are flagged for removal

Inbound Integrations list page

The Inbound Integrations page, click 'New integration' (top right)

3

Pick the OAuth grant type

Choose OAuth - Authorization code grant (the first option).
OAuth application connection type selector

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.
4

Configure the details and save

Fill in the form:
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string
required
A clear name like Neo Agent. It appears in your audit logs whenever Neo authenticates.
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string
required
Exactly https://dashboard.neoagent.io/oauth/servicenow/callback. Extra trailing slashes or query parameters make the consent step fail.
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integer
Keep the default of 8,640,000 seconds (100 days). Shorter lifespans force more frequent reconnects.
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integer
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.
OAuth application form filled in

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.

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Create the Neo service account

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:
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.

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Keep Neo away from specific companies

Excluded companies keeps a company’s tickets out of Neo’s sync and triggered agents. A scheduled agent or Chat Agent reads the PSA as the account Neo signs in with, so to keep those agents away from a company too, restrict that account. Neo signs in as its service account, so a ServiceNow administrator can hide a company from that account with a before-query business rule on the task table. ServiceNow also runs a task rule for queries on the tables that extend it (incident, sc_request, sc_req_item, sc_task, change_request, problem), so one rule covers Neo’s ticket searches. The rule runs only for Neo’s service account and adds current.addEncodedQuery('company!=<sys_id>^ORcompanyISEMPTY'), so the company’s records never come back and records with no company still do. A rule hides the company only on the tables it covers. Neo can also read related tables that do not extend task: comments and work notes, time worked, users and companies, catalog variables, interactions, CMDB records, attachments, SLAs and approvals. Add a rule to each one you need hidden; ServiceNow warns that many before-query rules can slow queries. An extra read ACL does not do this job: ServiceNow grants access when any matching ACL passes, so the ACLs Neo’s role already has keep the company visible. Domain separation also works, but it changes the whole instance.

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What’s Next?

Proceed to connect ServiceNow to Neo Agent.
Before you proceed, verify:
  • The OAuth application is Active with the exact Redirect URL above
  • You saved the Client ID, the Client Secret, and your instance URL
  • The Neo Agent service account exists with the itil role and task-family table access
  • You know the service account’s password; you sign in as it on the next page