# ServiceNow AI agent for Slack & Microsoft Teams Viktor is an AI employee that connects to ServiceNow in one click via OAuth and helps you triage and resolve customer support tickets, running 25 ServiceNow actions for you like View Cart, Find Users, and Empty Cart. Ask in plain English in Slack or Microsoft Teams; Viktor does the work in ServiceNow and reports back. Setup takes about two minutes. - Tool: ServiceNow - Category: Developer Tools - Connection: One-click OAuth - Actions available: 25 - Works from: Slack and Microsoft Teams - Page: https://viktor.com/integrations/servicenow ## What can you ask Viktor to do in ServiceNow? - "Summarize today's open tickets in ServiceNow and flag the urgent ones." - "Draft replies to the open tickets in ServiceNow and queue them for my approval." - "Pull this week's ticket volume and response time from ServiceNow every Monday." - "Watch ServiceNow for tickets that mention churn and alert me immediately." ## What can Viktor do in ServiceNow? (25 actions) - **View Cart** - Retrieve the current user's ServiceNow cart contents, including the cartitem ids needed by Delete Cart Item. Use before Checkout Cart or Submit Cart Order to confirm what will be ordered. - **Update Table Record** - Updates the specified record with the name-value pairs included in the request body. - **Submit Record Producer** - Submit a ServiceNow record producer to create the target record (e.g. an incident or RITM) from catalog variables. Run Search Catalog Items to find the record producer sysid and Get Catalog Item Variables to learn which variable names to supply. - **Submit Cart Order** - Submit the current user's ServiceNow cart via the /cart/submitorder endpoint, generating a request (REQ). Like Checkout Cart, the result depends on the instance's one-step vs two-step checkout configuration. Add items first with Add Item to Cart and inspect with View Cart. Use Check Order Status afterward to track the resulting request. - **Search Records by Keyword** - Search for records by keyword. - **Search Knowledge Base** - Search ServiceNow knowledge base articles via the Knowledge Management API. Returns matching articles with snippets only; use Get Article to fetch an article's full HTML body. Optionally restrict the search to specific knowledge bases (run List Knowledge Bases to find their sysids). Requires the Knowledge API (snkmapi) plugin, which is not active by default. - **Search Catalog Items** - Search the ServiceNow Service Catalog for orderable items. Use this first to discover catalog item sysid values needed by Get Catalog Item Variables, Add Item to Cart, Order Catalog Item, and Submit Record Producer. - **Order Catalog Item** - Place a one-step Order Now request for a single ServiceNow catalog item, bypassing the cart. Run Search Catalog Items to find the item sysid and Get Catalog Item Variables to learn which variable names to supply. Use Check Order Status afterward to track the resulting request. - **List Tables** - List all tables in the ServiceNow instance. - **List Knowledge Bases** - List the knowledge bases in the instance, to find the sysids that scope a search on Search Knowledge Base. - **Get Table Records** - Retrieves multiple records for the specified table. - **Get Table Record by ID** - Retrieves a single record from a table by its ID. - **Get Record Counts by Field** - Retrieves the count of records grouped by a specified field from a ServiceNow table. - **Get Current User** - Returns the authenticated ServiceNow user's sysid, name, email, username, and instance URL. Call this first when the user says 'my incidents', 'my cases', 'assigned to me', or needs their ServiceNow identity. Use sysid to filter records in Get Table Records (e.g. assignedto={sysid}) or Create Table Record. - **Get Catalog Item Variables** - Retrieve the ordered variables (form fields) for a ServiceNow catalog item. Run Search Catalog Items first to obtain the item sysid, then use the returned variable names to build the variables payload for Add Item to Cart, Order Catalog Item, or Submit Record Producer. - **Get Article** - Retrieve a single knowledge article, including its entire HTML body (content). Run Search Knowledge Base first to find an article, then pass its number or sysid here. The attachments array is only returned when the article record has displayattachments enabled. - **Get Article Attachment** - Download an attachment from a knowledge article to the /tmp directory. Run Get Article first: its attachments array holds each attachment's sysid and filename, but only when the article record has displayattachments enabled. - **Find Users** - Search ServiceNow sysuser records to find a user's sysid (used by props like the requested-for field on Add Item to Cart). Choose whether to match on name (partial) or email (exact). - **Empty Cart** - Empty and delete the current user's ServiceNow cart, removing all of its items. The action resolves the active cart automatically, so no cart ID is required. Emptying a cart that still has items requires the catalogadmin role (a plain admin can only delete an already-empty cart). - **Delete Table Record** - Deletes the specified record from a table. - **Delete Cart Item** - Remove an item from the current user's ServiceNow cart. Run View Cart first to obtain the cartitem id to delete. This permanently removes the line item from the cart. - **Create Table Record** - Inserts one record in the specified table. - **Checkout Cart** - Submit the current user's ServiceNow cart via the standard /cart/checkout endpoint, generating a request (REQ). The result depends on the instance's one-step vs two-step checkout configuration (in two-step mode it returns the order summary/status to confirm rather than finalizing). Add items first with Add Item to Cart and inspect with View Cart. Use Check Order Status afterward to track the resulting request. - **Check Order Status** - Retrieve the status of a ServiceNow catalog request (REQ) from the screquest table, including request state, approval, and stage. Provide the request number returned by Checkout Cart, Submit Cart Order, or Order Catalog Item. - **Add Item to Cart** - Add a ServiceNow catalog item to the current user's cart. Run Search Catalog Items to find the item sysid and Get Catalog Item Variables to learn which variable names to supply. After adding items, use View Cart, then Checkout Cart or Submit Cart Order to submit. ## How does Viktor work with ServiceNow? 1. Add Viktor to Slack or Microsoft Teams. 2. Connect ServiceNow with one-click OAuth - Viktor handles authentication. 3. Ask in plain English. Viktor runs the ServiceNow actions, chains them with your other tools when needed, and reports back. Sensitive actions wait for your approval. ## What is a ServiceNow AI agent? A ServiceNow AI agent is an AI that connects to your ServiceNow account and completes work in it - it doesn't just answer questions about ServiceNow, it takes the actions. Viktor is that agent: an AI employee that works in ServiceNow on your behalf and delivers the finished result in Slack or Microsoft Teams. Unlike workflow builders such as Zapier or Make, there is nothing to configure - no triggers to map, no workflows to maintain. You describe the outcome in plain English, and Viktor picks the right ServiceNow actions, chains them with the other 3,200+ tools it connects to, and asks for approval before anything sensitive runs. ### About ServiceNow The smarter way to workflow ## Security and permissions - One-click OAuth - Viktor never sees your password, and you can revoke access at any time. - Review-first approvals: sensitive ServiceNow actions wait for your sign-off before they run. - Isolated compute per team, encrypted in transit and at rest - and your data is never used to train models. - SOC 2 Type 1 compliant, with Type 2 and ISO 27001 in progress. ## FAQ ### Does Viktor integrate with ServiceNow? Yes. ServiceNow is one of the 3,200+ tools Viktor connects to, via a managed connector. Once connected, anyone on your team can put Viktor to work in ServiceNow from Slack or Microsoft Teams - no workflow builder, no code. ### How do I connect ServiceNow to Viktor? Ask Viktor in Slack or Microsoft Teams to connect ServiceNow, then approve the one-click OAuth prompt. Viktor never sees your password, handles authentication itself, and starts working right away. Setup takes about two minutes, and you can revoke access at any time. ### What can Viktor do in ServiceNow? Viktor can run 25 ServiceNow actions, including View Cart, Find Users, and Empty Cart - and chain them with other tools in a single request. In practice that means Viktor helps you triage and resolve customer support tickets. If a task spans several actions, Viktor plans the sequence itself and reports back when the work is done. ### Do I need to build workflows to automate ServiceNow? No. Viktor isn't a workflow builder - there are no triggers to map and no workflows to maintain. You ask for the outcome in plain English in Slack or Microsoft Teams, and Viktor decides which ServiceNow actions to take, runs them, and reports back. ### Is my ServiceNow data secure with Viktor? Yes. Viktor connects to ServiceNow in one click via OAuth, runs in an isolated environment per team, and never trains models on your data. Sensitive actions wait for your approval, and you can revoke access at any time. Viktor is SOC 2 Type 1 compliant, with Type 2 and ISO 27001 in progress. ### How much does the ServiceNow integration cost? Nothing extra - every integration, including ServiceNow, is available on every plan. You can start free with up to $100 in credits, no credit card required; paid plans start at $50/month. ### Can Viktor use ServiceNow together with my other tools? Yes - that's the point. Viktor connects to 3,200+ tools and works across them in a single run: it can pull data from ServiceNow, cross-reference it with another tool - for example Slack or Gmail, and deliver the finished result in Slack or Microsoft Teams. ## Viktor uses ServiceNow together with - [Slack](https://viktor.com/integrations/slack) - [Gmail](https://viktor.com/integrations/gmail) - [Google Sheets](https://viktor.com/integrations/google-sheets) - [HubSpot](https://viktor.com/integrations/hubspot) - [Notion](https://viktor.com/integrations/notion) - [Salesforce](https://viktor.com/integrations/salesforce) ## More Developer Tools integrations - [Pipedream Utils](https://viktor.com/integrations/pipedream-utils) - [Databricks (OAuth - Service Principal)](https://viktor.com/integrations/databricks-oauth-service-principal) - [PagerDuty](https://viktor.com/integrations/pagerduty) - [Universal API](https://viktor.com/integrations/universal-api) - [Formatting](https://viktor.com/integrations/formatting) - [Helper Functions](https://viktor.com/integrations/helper-functions) - [Snipe-IT](https://viktor.com/integrations/snipe-it) - [Pipefy](https://viktor.com/integrations/pipefy) ## Get started Viktor is free to start - up to $100 in credits, no credit card required. All 3,200+ integrations are included on every plan. Sign up at https://viktor.com or browse all integrations at https://viktor.com/integrations.