ServiceNow Integration

Field	Value
Document ID	ASCEND-ENT-005
Version	1.0.0
Last Updated	December 19, 2025
Author	Ascend Engineering Team
Publisher	OW-KAI Technologies Inc.
Classification	Enterprise Client Documentation
Compliance	SOC 2 CC6.1/CC6.2, PCI-DSS 7.1/8.3, HIPAA 164.312, NIST 800-53 AC-2/SI-4

Reading Time: 8 minutes | Skill Level: Advanced

Overview

ASCEND integrates with ServiceNow for enterprise IT Service Management (ITSM). Automatically create incidents for security alerts, manage change requests for policy updates, and maintain full audit compliance.

Integration Architecture

+---------------------------------------------------------------------------------+
|                     SERVICENOW INTEGRATION                                       |
+---------------------------------------------------------------------------------+
|                                                                                  |
|   ASCEND EVENTS                     SERVICENOW                                  |
|   +------------------------+        +--------------------------------------+     |
|   |                        |        |                                      |     |
|   | Security Alert --------|------->| Incident (INC)                       |     |
|   |                        |        | - Priority based on risk score       |     |
|   | Kill-Switch Event -----|------->| - Auto-assignment                    |     |
|   |                        |        | - SLA tracking                       |     |
|   | Policy Change ---------|------->|                                      |     |
|   |                        |        +--------------------------------------+     |
|   | Agent Registration ----|        |                                      |     |
|   |                        |------->| Change Request (CHG)                 |     |
|   | High-Risk Action ------|        | - CAB approval workflow              |     |
|   |                        |        | - Risk assessment                    |     |
|   +------------------------+        | - Implementation plan                |     |
|                                     +--------------------------------------+     |
|                                                                                  |
|   BIDIRECTIONAL SYNC                                                            |
|   +------------------------------------------------------------------------+    |
|   | - Incident status updates sync back to ASCEND                          |    |
|   | - Change approval triggers action execution                            |    |
|   | - CMDB integration for agent inventory                                 |    |
|   +------------------------------------------------------------------------+    |
|                                                                                  |
+---------------------------------------------------------------------------------+

Configuration

Connect ServiceNow Instance

curl -X POST "https://pilot.owkai.app/api/servicenow/configure" \
  -H "Authorization: Bearer <admin_jwt>" \
  -H "Content-Type: application/json" \
  -d '{
    "instance_url": "https://your-company.service-now.com",
    "username": "ascend_integration",
    "password": "<service_account_password>",
    "client_id": "<oauth_client_id>",
    "client_secret": "<oauth_client_secret>",
    "auto_create_incidents": true,
    "change_management_enabled": true,
    "cmdb_sync": true
  }'

Verify Connection

curl "https://pilot.owkai.app/api/servicenow/test" \
  -H "Authorization: Bearer <admin_jwt>"

Response:

{
  "status": "connected",
  "instance": "your-company.service-now.com",
  "api_version": "tokyo",
  "capabilities": [
    "incident_management",
    "change_management",
    "cmdb",
    "knowledge_base"
  ],
  "test_timestamp": "2025-12-15T10:30:00Z"
}

Incident Management

Automatic Incident Creation

# Incident creation rules
INCIDENT_TRIGGERS = {
    "security.alert": {
        "priority": "P2",
        "category": "Security",
        "subcategory": "AI Governance",
        "assignment_group": "Security Operations"
    },
    "agent.killed": {
        "priority": "P1",
        "category": "Security",
        "subcategory": "Emergency Response",
        "assignment_group": "Security Incident Response"
    },
    "action.denied_critical": {
        "priority": "P3",
        "category": "Application",
        "subcategory": "AI Agent",
        "assignment_group": "AI Operations"
    }
}

Create Incident Manually

curl -X POST "https://pilot.owkai.app/api/servicenow/incidents" \
  -H "Authorization: Bearer <admin_jwt>" \
  -H "Content-Type: application/json" \
  -d '{
    "short_description": "High-risk AI action requires investigation",
    "description": "Agent trading-bot-001 submitted action with risk score 85",
    "category": "Security",
    "subcategory": "AI Governance",
    "priority": "2",
    "assignment_group": "Security Operations",
    "related_action_id": "act_abc123",
    "caller_id": "system@company.com"
  }'

Response:

{
  "incident_number": "INC0012345",
  "sys_id": "a1b2c3d4e5f6",
  "state": "New",
  "priority": "2 - High",
  "assignment_group": "Security Operations",
  "created_at": "2025-12-15T10:30:00Z",
  "ascend_correlation_id": "act_abc123"
}

Priority Mapping

Risk Score	ServiceNow Priority	Response SLA
80-100	P1 - Critical	15 minutes
60-79	P2 - High	1 hour
40-59	P3 - Moderate	4 hours
20-39	P4 - Low	24 hours
0-19	P5 - Planning	72 hours

Change Management

Change Request for Policy Updates

curl -X POST "https://pilot.owkai.app/api/servicenow/changes" \
  -H "Authorization: Bearer <admin_jwt>" \
  -H "Content-Type: application/json" \
  -d '{
    "short_description": "Update AI governance policy - Trading limits",
    "description": "Increase transaction limit from $100K to $500K for verified agents",
    "type": "Standard",
    "category": "Application",
    "risk": "Moderate",
    "impact": "Medium",
    "requested_by": "admin@company.com",
    "implementation_plan": "1. Update policy in ASCEND\\n2. Test with sandbox agents\\n3. Deploy to production",
    "backout_plan": "Revert to previous policy version",
    "related_policy_id": "pol_xyz789"
  }'

Response:

{
  "change_number": "CHG0006789",
  "sys_id": "x1y2z3",
  "state": "New",
  "type": "Standard",
  "risk": "Moderate",
  "cab_required": true,
  "cab_date": "2025-12-20T14:00:00Z",
  "ascend_policy_id": "pol_xyz789"
}

Change Types

Type	Description	CAB Required
Standard	Pre-approved changes	No
Normal	Requires CAB approval	Yes
Emergency	Urgent changes	Post-approval

CMDB Integration

Sync Agents to CMDB

curl -X POST "https://pilot.owkai.app/api/servicenow/cmdb/sync" \
  -H "Authorization: Bearer <admin_jwt>"

Response:

{
  "status": "sync_complete",
  "agents_synced": 25,
  "configuration_items_created": 5,
  "configuration_items_updated": 20,
  "sync_timestamp": "2025-12-15T10:30:00Z"
}

Agent CI Record

{
  "ci_class": "cmdb_ci_cloud_service",
  "name": "ASCEND Agent: trading-bot-001",
  "operational_status": "Operational",
  "attributes": {
    "agent_id": "trading-bot-001",
    "agent_type": "trading",
    "risk_profile": "high",
    "trust_level": "trusted",
    "last_active": "2025-12-15T10:25:00Z",
    "total_actions": 15234,
    "approval_rate": 98.5
  },
  "relationships": [
    {
      "type": "Runs on",
      "ci": "Production Kubernetes Cluster"
    },
    {
      "type": "Used by",
      "ci": "Trading Platform"
    }
  ]
}

Event Mapping

ASCEND to ServiceNow Events

ASCEND Event	ServiceNow Record	Auto-Create
`security.alert`	Incident	Yes
`agent.killed`	Incident (P1)	Yes
`action.denied_critical`	Incident	Optional
`policy.created`	Change Request	Optional
`policy.updated`	Change Request	Yes
`agent.registered`	CI Record	Yes

Bidirectional Sync

Webhook for Status Updates

# Configure ServiceNow to call back ASCEND
curl -X POST "https://pilot.owkai.app/api/servicenow/webhooks" \
  -H "Authorization: Bearer <admin_jwt>" \
  -H "Content-Type: application/json" \
  -d '{
    "webhook_url": "https://your-company.service-now.com/api/now/table/sys_script",
    "events": [
      "incident.resolved",
      "incident.closed",
      "change.approved",
      "change.rejected"
    ],
    "secret": "<webhook_secret>"
  }'

Status Sync Flow

# When ServiceNow incident is resolved
{
    "event": "incident.resolved",
    "incident_number": "INC0012345",
    "resolution_code": "Solved",
    "resolution_notes": "Agent policy updated to prevent recurrence",
    "resolved_by": "john.smith@company.com",
    "resolved_at": "2025-12-15T14:30:00Z"
}

# ASCEND updates related action
{
    "action_id": "act_abc123",
    "servicenow_status": "resolved",
    "incident_number": "INC0012345",
    "resolution_synced_at": "2025-12-15T14:31:00Z"
}

Dashboard Integration

{
  "widget_type": "data_table",
  "title": "ASCEND AI Governance Summary",
  "data_source": "ascend_api",
  "refresh_interval": 60,
  "columns": [
    {"field": "agent_id", "label": "Agent"},
    {"field": "pending_approvals", "label": "Pending"},
    {"field": "risk_score_avg", "label": "Avg Risk"},
    {"field": "last_action", "label": "Last Action"}
  ]
}

Best Practices

1. Service Account Security

# Use dedicated service account
{
    "username": "ascend_integration",
    "roles": [
        "itil",
        "incident_manager",
        "change_manager",
        "cmdb_editor"
    ],
    "ip_restrictions": ["10.0.0.0/8"]
}

2. Assignment Rules

# Configure intelligent assignment
ASSIGNMENT_RULES = {
    "security_events": "Security Operations",
    "agent_issues": "AI Operations",
    "policy_changes": "Change Advisory Board",
    "compliance_alerts": "Compliance Team"
}

3. SLA Configuration

# Align SLAs with risk levels
SLA_CONFIG = {
    "P1": {"response": "15m", "resolution": "4h"},
    "P2": {"response": "1h", "resolution": "24h"},
    "P3": {"response": "4h", "resolution": "72h"}
}

Troubleshooting

Common Issues

Issue	Cause	Solution
Authentication failed	Credentials expired	Refresh OAuth token
Incident not created	Missing required fields	Check field mapping
Sync timeout	Large dataset	Use incremental sync
Duplicate incidents	Missing correlation	Add external reference

Debug Logging

# Enable detailed logging
curl -X PUT "https://pilot.owkai.app/api/servicenow/debug" \
  -H "Authorization: Bearer <admin_jwt>" \
  -d '{"enabled": true, "level": "verbose"}'

Next Steps

PagerDuty - Alert escalation
SIEM Integration - Security monitoring
Webhooks - Custom integrations

Document Version: 1.0.0 | Last Updated: December 2025

Overview​

Integration Architecture​

Configuration​

Connect ServiceNow Instance​

Verify Connection​

Incident Management​

Automatic Incident Creation​

Create Incident Manually​

Priority Mapping​

Change Management​

Change Request for Policy Updates​

Change Types​

CMDB Integration​

Sync Agents to CMDB​

Agent CI Record​

Event Mapping​

ASCEND to ServiceNow Events​

Bidirectional Sync​

Webhook for Status Updates​

Status Sync Flow​

Dashboard Integration​

ServiceNow Dashboard Widget​

Best Practices​

1. Service Account Security​

2. Assignment Rules​

3. SLA Configuration​

Troubleshooting​

Common Issues​

Debug Logging​

Next Steps​

Overview

Integration Architecture

Configuration

Connect ServiceNow Instance

Verify Connection

Incident Management

Automatic Incident Creation

Create Incident Manually

Priority Mapping

Change Management

Change Request for Policy Updates

Change Types

CMDB Integration

Sync Agents to CMDB

Agent CI Record

Event Mapping

ASCEND to ServiceNow Events

Bidirectional Sync

Webhook for Status Updates

Status Sync Flow

Dashboard Integration

ServiceNow Dashboard Widget

Best Practices

1. Service Account Security

2. Assignment Rules

3. SLA Configuration

Troubleshooting

Common Issues

Debug Logging

Next Steps