ServiceNow tools setup

Use ServiceNow tools to search requests, create catalog requests and knowledge articles, add comments, and update tickets from Glean. Set up the tools with the same OAuth client you use for the ServiceNow connector, then choose who can use them.

note

This page covers the ServiceNow Tools template, which is in beta. If you do not see this template, contact Glean Support.

Prerequisites

Before you start:

• Configure a ServiceNow connector for the instance you want to use. See ServiceNow setup.
• Make sure you can access the Glean Admin console and manage tools.
• Ask a ServiceNow administrator to identify the OAuth client from connector setup and provide its Client ID and Client Secret. You will update this client to support tools.
• Confirm that users have the ServiceNow roles and permissions for the tools you plan to enable. For catalog requests, also confirm that the connector indexes the required catalog items and form metadata.

The connector and tools share an OAuth client, but they use separate account authorizations. The connector uses a service account to index content. Each teammate authorizes tools with their own ServiceNow account, and ServiceNow applies their permissions to each tool request.

Set up ServiceNow tools

1. In Glean, go to Admin console → Platform → Tools.
2. Click Add.
3. Under Tool templates, select ServiceNow Tools.
4. In the Configuration tab:
   • Enter an Instance Name to identify this tool configuration.
   • Select the Connector Instance that points to the ServiceNow instance.
   • Under Authenticate, select Custom.
5. Copy the Callback URL from the authentication settings. Keep this page open while you update the existing OAuth client in ServiceNow.

Update the existing OAuth client

Ask a ServiceNow administrator to add the tools callback URL to the OAuth client from connector setup:

1. In ServiceNow, go to System OAuth → Application Registry.
2. Open the OAuth client for the Glean connector. If you used the name in the connector setup guide, look for Glean Search OAuth.
3. In Redirect URL, keep the existing connector callback URL. Append a comma, then paste the Callback URL you copied from the Glean tools configuration.
4. Save the updated client.

The Redirect URL field should contain both URLs, separated by a comma:

<existing-connector-callback-url>,<tools-callback-url>

important

Keep all existing redirect URLs so the connector can continue to authenticate. Copy the tools callback URL from your Glean configuration rather than from another deployment.

Complete authentication in Glean

Return to the Glean configuration page that you kept open:

1. Enter the Client ID and Client Secret from the existing connector OAuth client.
2. In Client URL, replace the instance domain placeholder with your ServiceNow instance domain. Keep the rest of the URL unchanged.
3. Make the same domain replacement in Authorization URL.
4. Leave Scopes blank unless the Glean configuration page shows required scopes.
5. Click Save.

Enable the tools

Choose who can use the tools, then verify access with a test user:

1. Under Enable Tools, click Edit settings.
2. Choose the Glean surfaces and users that can access the tools. You can limit access to selected teammates, departments, or groups.
3. Ask a teammate with access to run a ServiceNow search tool. On first use, Glean prompts them to connect their ServiceNow account.
4. Confirm that the tool returns records the teammate can access in ServiceNow.

Enabling a tool in Glean does not grant additional ServiceNow permissions. If a catalog request fails, ask your ServiceNow administrator to check user access to the catalog item, required form fields, and service account access to the catalog metadata. Catalog form requirements can vary between instances.

See also

• Tools OAuth reference: Compare authentication options and review OAuth token lifetimes
• Manage tool access: Restrict tools to specific users, teams, or departments