Overview

The ServiceNow connector brings ITSM records — such as incidents, requests, change logs, and internal documentation — into PipesHub. This integration enables agents to retrieve ticket history, perform semantic search across workflows, and power support automation using real-time system data.

How it works

PipesHub connects to ServiceNow via OAuth or API credentials. It pulls data from key modules including Incidents, Problems, Changes, Knowledge Base, and Users. Each record is indexed with fields like priority, timestamps, categories, and relationships to users or assets. KB articles and solutions are processed for semantic search and can be linked to tickets or tasks.

Configure

• Create an API user and app in ServiceNow with scoped access (read permissions to incidents, knowledge base, etc.)

• Provide instance URL, username/token or OAuth credentials

• Enable the ServiceNow connector in PipesHub and specify modules to sync

• Configure sync schedule, field filters, and access control rules