1. OTB Tools For ServiceNow

OverviewEnables AEX agents to seamlessly integrate with ServiceNow for accessing, managing, and updating ITSM data—including incidents, service requests, request items, and user information. ServiceNow acts as the central system of record, while AEX leverages it as a structured data source for operational workflows, ticket interactions, and conversational support automation. This integration allows AEX agents to fetch ServiceNow content, present it intelligently within chats, and perform actions such as comments, updates, and attachments directly on ServiceNow records.

Functions

  • get_active_incidents_for_user – Retrieves the list of active incidents assigned to or created by the user.

  • get_user_details_by_email – Fetches user profile information based on their email address.

  • add_comment_to_incident – Adds a user-visible comment to the selected incident.

  • add_attachment_to_incident – Uploads an attachment to the specified incident record.

  • get_service_requests_for_user – Retrieves all service requests (REQ) associated with the user.

  • add_comment_to_service_request (REQ) – Adds a comment to a specific service request.

  • add_attachment_to_service_request (REQ) – Uploads an attachment to a selected service request.

  • get_service_request_item (RITM) – Fetches details of a specific request item under a service request.

  • get_list_of_items_in_service_request (RITM) – Returns the list of all request items associated with a service request.

  • add_comment_to_service_request_item (RITM) – Adds a comment to a specific request item.

  • add_attachment_to_service_request_item (RITM) – Uploads an attachment to the selected request item.

Configuration

Go to the Tool Library and search for the specific tool.

https://<tenant_name>/admin#/genai/tool_library

  • Secrets: ServiceNow_Username,ServiceNow_Password

  • Config: ServiceNow_InstanceURL

Typical AEX use cases

  • AEX should allow users to add comments or attachments to incidents, service requests, and RITMs, update incidents, and view RITM details or lists directly from the chatbot by using the provided record numbers and returning the results.