description ServiceNow Copilot Connector Overview
This integration connects Microsoft Copilot to the ServiceNow platform, allowing IT and HR teams to manage tickets, check service status, and resolve employee queries using natural language. It significantly reduces the time spent navigating complex ITSM menus by providing a conversational interface for common requests like password resets or hardware provisioning.
help ServiceNow Copilot Connector FAQ
What does the ServiceNow Copilot Connector actually index?
Microsoft's ServiceNow Knowledge connector brings published ServiceNow knowledge articles into Microsoft 365 Copilot and Microsoft Search. Microsoft's documented default query is active=true^workflow_state=published. ([Microsoft Learn](https://learn.microsoft.com/en-us/microsoftsearch/servicenow-knowledge-connector))
Can the ServiceNow Copilot Connector create or update tickets?
The Knowledge connector is primarily for finding and answering from knowledge-base content, not for changing incidents automatically. Ticket actions require a separate approved ServiceNow integration or agent with the required Table API permissions.
What authentication and permissions does the ServiceNow Copilot Connector need?
Microsoft documents a configured ServiceNow instance, REST API access, suitable access-control lists, and authentication through OAuth 2.0, basic authentication, or Microsoft Entra ID OpenID Connect. Connector results are still limited by the user's permissions in ServiceNow.
How often does the ServiceNow Knowledge Connector sync?
Microsoft documents incremental crawling every 15 minutes and a full crawl every day as default schedules. A newly published article may therefore take some time to appear in Copilot or Microsoft Search.
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