Gleap AI agents can work in ServiceNow through Composio, for companies that manage incidents and changes in ServiceNow and hear about customer-facing problems through Gleap. A custom agent can check open incidents, log new ones and add the customer impact from Gleap reports, within the ServiceNow actions your team allows.
What a Gleap agent can do in ServiceNow
- Existing incidents first: Get Incidents queries open incidents, so the agent adds context to the right one instead of creating a duplicate.
- Incidents from customer reports: Create Incident logs a ServiceNow incident when Gleap bug reports point to a service problem, with the steps and environment customers reported.
- Customer impact on the incident: Update incident by ID adds how many Gleap reports arrived and what customers see, so the incident team works from current numbers.
- Recent changes as a clue: Get Rows from Table reads records from tables you allow, such as change requests, so the agent can tell whether a recent change lines up with the reports.
Example: failed uploads after a deployment
Shortly after a deployment, customers report failed file uploads through the Gleap widget. A teammate asks the agent on one of the tickets to check ServiceNow. The agent finds an open incident for the storage service and a change request completed an hour earlier, then adds the number of related Gleap reports and two sample descriptions to the incident. The incident manager decides whether to roll back, and support decides what to tell customers.
How to connect ServiceNow
- In Gleap, open AI & Automation, then Agents, and select the custom agent that should use ServiceNow, or click Create agent.
- Under Tools, click Add tool, search for “ServiceNow” and select it.
- Click Connect ServiceNow and follow the authorization Gleap shows: instance credentials, or the client ID and secret of an OAuth app registered in ServiceNow with the redirect URI from the form.
- Open the ServiceNow tool and switch off every action the agent should not use, such as the delete, plugin and CMDB write actions.
- Publish the agent and test it in chat before you turn on a trigger.
Custom agents are on the Team, Pro and Enterprise plans. Kai Support can use connected apps as tools on Team, Pro and Enterprise.
FAQ
Does Gleap integrate with ServiceNow?
Yes. Gleap AI agents use ServiceNow through Composio’s ServiceNow toolkit, which supports OAuth, basic authentication and server-to-server OAuth for your instance. The agent calls ServiceNow while it runs; Gleap does not sync incidents in the background.
What can a Gleap AI agent do in ServiceNow?
The toolkit covers incidents, interactions, change requests and tasks, service catalog carts, CMDB records, attachments and generic table reads and writes. That is far more than a support agent needs, so keep a small set switched on, such as reading incidents and change requests and creating or updating incidents.
Which Gleap plan includes the ServiceNow integration?
Custom agents that use ServiceNow are part of Gleap’s Team, Pro and Enterprise plans, and Kai Support can use connected apps as tools in its customer conversations on Team, Pro and Enterprise. ServiceNow roles and ACLs of the connected user still apply to every call. AI usage is billed separately; see pricing.
Can we limit the agent to certain ServiceNow tables?
Partly. You switch off actions, not tables, and the ServiceNow user’s roles decide which tables those actions can reach. Connect the toolkit with a dedicated integration user whose roles cover only the tables the agent needs.
