ServiceNow

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What is ServiceNow?

ServiceNow is a platform for IT service management and enterprise workflows, where incidents, requests, changes and many other record types live in tables. Finding records, updating them and attaching the right files takes much of a service team's day. This connection lets Fabric's assistant do that for you, in plain language.

What Fabric's assistant can do with ServiceNow

Once ServiceNow is connected, Fabric's AI assistant can work with your instance from a simple request.

Find records and files. Find Record looks up a record in any table you have access to, such as an incident or a request, and Find File finds an attachment. Ask for the open incidents assigned to your group and get the details back in Fabric.

Create and update records. Create Record and Find or Create Record add records without duplicates, and Update Record changes state, assignment or any other field.

Attach files. Attach a File to a Record adds a document, log or screenshot to the record it belongs to. API Request (Beta) reaches the ServiceNow API for anything else.

You stay in control

The assistant works from your instructions, and it confirms with you before creating or changing records, unless you've told it not to for a particular task. Finding records never changes anything.

When a job should run regularly, a Fabric AI job can run on a schedule, such as a morning summary of high priority incidents. The connection also includes the events New Record and Updated Record, which can start an automation.

Search your records from Fabric

Connecting ServiceNow also adds keyword search over your ServiceNow records from Fabric's main search.

How people use it

IT support teams look up an incident and update it with the fix from a runbook in Fabric.

Customer service teams open records from escalations sent by email.

Engineering managers attach a postmortem doc to the incident it covers.

People ops teams log onboarding requests as records in the right table.

Frequently asked questions

What does the ServiceNow connection do?

It lets Fabric's assistant find, create and update records in any table you can access, find files and attach them to records, and it adds keyword search over ServiceNow in Fabric.

Can I create a ServiceNow incident with AI?

Yes. Give the assistant the details and Create Record adds it to the incident table.

Can it update an incident?

Yes. Update Record changes state, priority, assignment or other fields, after you confirm.

Does it work with tables other than incidents?

Yes. Find, create and update work with any table your account can access.

Can it attach files?

Yes. Attach a File to a Record adds a file to a record.

Does the assistant change records on its own?

No. It acts on your instructions.

Is my data secure?

Everything in Fabric is encrypted in transit and at rest, and the connection acts on your instance with your authorization. See the privacy and security guide.

Does Fabric work with other service tools?

Yes. You can also connect Slack, Microsoft Teams and Linear.