ServiceNow - SubVerse AI

Connection type: Credential Connect your ServiceNow instance to SubVerse. Agents can look up incidents and knowledge articles to answer questions, and your Functions and Orchestrations can create and update records, add notes, and resolve cases.

What you can do

Capability	What it does
Work with incidents and cases	Create, read, update, and delete records, so a conversation can raise or progress a ticket.
Add notes and comments	Add an internal work note for your team, or a comment the customer sees.
Update status and resolution	Move a record through its states and record how it was resolved.
Use your knowledge base	Let an agent find knowledge articles and answer from them.
Give agents direct access	Attach ServiceNow as an MCP tool to an agent, using an OAuth connection.
React to changes	Start an orchestration when something happens in ServiceNow, such as a new incident.

Credential types

Credential type	Best for
ServiceNow OAuth2 API	Most connections. You approve access in ServiceNow, and it’s the only type that supports MCP.
ServiceNow Basic Auth API	A simpler setup with a username and password, where OAuth isn’t available

What you’ll need

A ServiceNow instance, and its subdomain
A ServiceNow user for the integration, with the roles your use case needs
Admin access to create an OAuth endpoint, if you’re using OAuth

Step-by-step setup is in the SubVerse dashboard: go to Integrations → ServiceNow and open the Documentation tab.