Overview

The Velaro ServiceNow integration connects your AI bot to your ITSM (IT Service Management) system. Customers and employees can create incidents, check ticket status, escalate issues, and receive updates — all through a chat conversation, without accessing the ServiceNow portal directly.

Connect ServiceNow

1. Go to Integrations → ServiceNow.
2. Enter your ServiceNow instance URL (e.g. yourcompany.service-now.com), username, and password (or OAuth client credentials).
3. Click Test Connection.
4. Click Save — 30+ skills activate immediately.

Available AI Skills (30+ tools)

• Incidents — create incident, get incident by number, update incident, resolve incident, list open incidents
• Requests — submit service request, check request status, cancel request
• Knowledge — search KB articles, get article content
• Users — look up user by email, get user's open tickets
• CMDB — get configuration item, check asset assignment
• Change — get change request status

Employee Self-Service Bot

The most popular use case is an internal employee support bot. Employees ask "I can't access Outlook" — the bot creates an incident automatically with all required fields, assigns it to the right team, and gives the employee a ticket number. Resolution updates are pushed back to the employee via chat or SMS as the ticket progresses.

Agent Sidebar Panel

During live agent conversations, the ServiceNow panel shows the customer's recent tickets and lets agents create or update incidents without leaving the Velaro workspace.