Ticketing & ITSM

ServiceNow

Manage ServiceNow incidents, service requests, and ITSM workflows in natural language.

Dex connects to ServiceNow over the Table REST API and lets admins and employees run everyday ITSM operations in natural language — opening incidents with the right category and assignment group, adding work notes, resolving with close codes, and searching with encoded sysparm queries — all with policy guardrails and audit logging on every action.

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What Dex does with ServiceNow

Dex handles both admin workflows and employee self-service — all policy-guardrailed and audit-logged.

For admins (CoAdmin)

Create incidents with auto-matched category, subcategory, and assignment group
Search incidents org-wide using encoded sysparm queries and dot-walked filters
Update impact, urgency, assigned agent, or assignment group on any incident
Resolve incidents with close code and close notes; close resolved incidents permanently
Add internal work notes or public-facing comments to any incident
Look up callers, agents, and assignment groups from the sys_user and sys_user_group tables
Pull full audit history for every Dex-triggered change alongside ServiceNow's own activity log

For employees (self-service)

Open an incident in ServiceNow for anything Dex can't resolve directly, with caller_id set to you
Check the status of your open incidents and see who they're assigned to
Add a comment to one of your existing incidents so the agent sees the new information
Mark your incident resolved once you confirm the issue is fixed
Get a human-readable summary of an incident number (INC0010234) without logging in

Just ask Dex

Your team types a request in plain language. Dex investigates, plans, and executes — with the right guardrails.

Admin prompts

>Create a ServiceNow incident for alex@acme.com — cannot access VPN from home, category Network, urgency Medium, assign to the Network Support group
>Show me every P1 incident in the New or In Progress state and who it's assigned to
>Resolve INC0010187 with close code "Solved (Work Around)" and notes explaining we disabled the conflicting plugin
>Add a work note to INC0010205: "Confirmed root cause is DNS misconfig on the old domain controller — see RCA doc"
>List every incident assigned to sarah@acme.com that isn't closed yet

Employee prompts

>Open a ServiceNow ticket — my laptop won't connect to the office Wi-Fi since this morning
>What's the status of INC0010234?
>Add a comment to my open ticket: the issue now happens on my phone too when on VPN
>My Outlook ticket is fixed — please resolve it

Policy actions

Every action Dex can take on ServiceNow is declared, scoped, and guardrailed. Admins control which apply, who approves them, and whether they're limited to self-service.

Action	What it does	Guardrails
`servicenow_create_ticket`	Create a new ServiceNow incident on behalf of the end user	self-only
`servicenow_add_note`	Add a work note (internal) or comment (visible to caller) to an existing incident	self-only
`servicenow_resolve_ticket`	Resolve an incident with a close code and close notes	self-only
`servicenow_list_tickets`	List and search the user's incidents (filters by caller_id.email, state, priority)	self-only

How to configure ServiceNow

Onboarding takes minutes. Dex validates your credentials before saving them.

Setup steps

1
In ServiceNow, go to System OAuth → Application Registry and click New → Create an OAuth API endpoint for external clients.
2
Give it a name (e.g. "Dex Autonomous IT"), let ServiceNow generate the Client ID, and set a Client Secret.
3
Grant the OAuth app access to the incident, sys_user, sys_user_group, and sys_choice tables (plus any others you need — sc_request, change_request, problem).
4
Note your instance URL — it's the base of your ServiceNow login (e.g. https://mycompany.service-now.com).
5
In Dex, enable the ServiceNow integration and paste the Instance URL, Client ID, and Client Secret. Dex validates them with a live Table API call before saving.

Vendor documentation ↗

Credentials required

instanceUrl: Your ServiceNow instance URL (e.g. https://mycompany.service-now.com)
clientId: OAuth Client ID from System OAuth → Application Registry
clientSecret: OAuth Client Secret from the Application Registry entry

Requirements

•ServiceNow admin rights to create OAuth applications in System OAuth
•OAuth app must have read/write access to the incident, sys_user, sys_user_group, and sys_choice tables
•ServiceNow Table API rate limits apply per instance; Dex backs off on 429 responses
•Incident states, close codes, and categories are instance-configurable — Dex discovers them via the sys_choice table at runtime

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