ServiceNow CSM

Connect ServiceNow Customer Service Management to Squid to search, create, and manage cases

The ServiceNow CSM connector's functionality

The ServiceNow CSM connector enables Squid AI agents to work with Customer Service Management cases on the user's behalf:

Capability	Description
Search cases	Text search of cases by short description, description, or case number, optionally filtered by state
Get case details	Full case details including caller, assignee, comments, and work notes
Semantic search	Natural-language search over indexed cases
Create cases	Create a new case with a short description, description, priority, category, and caller
Reply to cases	Add a public comment or an internal work note to a case

Squid automatically syncs your CSM cases into a knowledge base, refreshing every 10 minutes (the initial sync covers the last year of case history), which enables the semantic search capability.

note

The connector works with ServiceNow Customer Service Management cases (the sn_customerservice_case table). It does not manage ITSM incidents.

Creating a ServiceNow REST API token

The connector authenticates using a ServiceNow REST API token:

1. In your ServiceNow instance, navigate to System Security > REST API Token.

2. Create a token. The user associated with the token needs access to the Customer Service Management case tables.

3. Copy the token value.

Adding the ServiceNow CSM connector to your Squid application

1. Navigate to the Connectors tab in the Squid Console.

2. Click Available Connectors.

3. Find the ServiceNow - CSM connector, and select Add Connector.

4. Provide the following configuration details:

Connector ID: A string that uniquely identifies the connector in your code.

Instance Domain: The subdomain of your ServiceNow instance. For example, if your instance is at https://mycompany.service-now.com, enter mycompany.

REST API Token: The REST API token generated in your ServiceNow instance. The token is stored securely as a Squid secret.

Using the ServiceNow CSM connector in your application

No-code Studio

1. Navigate to the Studio tab in the Squid Console.

2. Click Create AI Agent.

3. Provide an agent ID and description, such as "csm-agent" and "This agent helps the user manage ServiceNow customer service cases".

4. Click Add Abilities.

5. Expand the ServiceNow - CSM entry and select the connector you created earlier.

6. Give a description for how the agent should use this connection, such as "Call this when a user wants to manage cases or customer service tasks in ServiceNow CSM."

7. Click on Test and try asking the agent "What are the open cases?".

Using the Squid SDK

If you are creating your AI agent with the Squid SDK, connect the connector by adding it to the connectedIntegrations option of the ask() function:

TypeScript

await this.squid
  .ai()
  .agent('AGENT_ID')
  .ask('Summarize the most recent customer cases about billing', {
    connectedIntegrations: [
      {
        integrationId: 'SERVICENOW_CONNECTOR_ID',
        integrationType: 'servicenow_csm',
        description: 'Call this connector to manage ServiceNow CSM cases',
      },
    ],
  });

Python

await squid.ai().agent('AGENT_ID').ask(
    'Summarize the most recent customer cases about billing',
    options={
        'connectedIntegrations': [
            {
                'integrationId': 'SERVICENOW_CONNECTOR_ID',
                'integrationType': 'servicenow_csm',
                'description': 'Call this connector to manage ServiceNow CSM cases',
            }
        ]
    },
)

Using the npm package

For programmatic (non-agent) access from your backend or client code, install the @squidcloud/servicenow_csm-client package:

npm install @squidcloud/servicenow_csm-client

import { SquidServiceNowCSMClient } from '@squidcloud/servicenow_csm-client';

const servicenow = new SquidServiceNowCSMClient(squid, 'SERVICENOW_CONNECTOR_ID');

// Search and inspect cases
const cases = await servicenow.searchCases('billing');
const details = await servicenow.getCase(cases[0].number);

// Create a case and reply to it
const created = await servicenow.createCase({ shortDescription: 'Billing discrepancy' });
await servicenow.replyToCase(created.number, 'We are investigating.', true);

note

ServiceNow uses numeric codes for priority (1 = Critical through 5 = Planning) and case state (1 = New, 2 = In Progress, 3 = On Hold, 6 = Resolved, 7 = Closed, 8 = Canceled).