ServiceNow MCP

Connect ServiceNow to BotDojo through ServiceNow's Model Context Protocol (MCP) Server Console. BotDojo treats ServiceNow as a branded Remote MCP Connection, discovers the tools exposed by the selected ServiceNow server, and applies BotDojo Connection access and approval controls to those tools.

ServiceNow tools can read or change data depending on the REST APIs, actions, subflows, Knowledge Graph capabilities, and Now Assist skills selected by the ServiceNow administrator. The ServiceNow server and authorizing user's access determine what is possible; connecting through BotDojo does not make a write tool read-only.

Use a dedicated server and user. Create a ServiceNow MCP server for the intended use case and expose only the required tools and inputs. Authorize BotDojo with a dedicated ServiceNow user that has only the roles, access controls, and data access those tools require. Do not authorize the Connection as the administrator who configured the server.

Before You Start

You need:

• a ServiceNow instance where MCP Server Console is available;
• sn_mcp_server.admin or admin to create and manage the server;
• sn_mcp_server.tools_admin, sn_mcp_server.admin, or admin to create tools when the required tools do not already exist;
• oauth_admin, mi_admin, or admin to create the OAuth inbound integration;
• a dedicated ServiceNow user to authorize BotDojo; and
• permission to add a Connection in the intended BotDojo project or personal workspace.

ServiceNow licensing, release, patch level, and installed applications affect which server features and tool types are available. Confirm the intended tools in the target instance before building the agent process around them.

If ServiceNow does not appear under Connections → Add Connection, ask a BotDojo administrator to allow Remote MCP Connections for the project or personal workspace.

Prepare ServiceNow

Select or create the tools

1. In ServiceNow, navigate to All → MCP Server Console.
2. Open Configuration → Tools.
3. Review the existing tools. If the required capability is missing, select Create tool and choose a supported source such as a REST API, action, subflow, Knowledge Graph capability, or Now Assist skill.
4. Turn off any optional tool inputs that the BotDojo agent should not be able to choose.
5. Create the tool and test its underlying capability with the intended ServiceNow user.

The tool definition controls the operation and which inputs are exposed to the MCP client. ServiceNow roles, access controls, and data security still apply when the tool runs.

Create the MCP server

1. In MCP Server Console, open Configuration → Servers.

2. Select Create server.

3. Enter a label and short description that identify the server's use case.

4. Select Add tools and add only the tools BotDojo should discover.

5. Select Create to activate the server. Use Save as draft if it should not accept client connections yet.

6. Copy the generated Server URL. A custom server uses this format:

   https://<instance>.service-now.com/sncapps/mcp-server/mcp/<server-name>
   

ServiceNow also provides a Quickstart Server for initial testing. Use a purpose-built server for production so its tools and inputs match the approved agent process.

Create the OAuth inbound integration

1. In MCP Server Console → Configuration → Servers, select Set up OAuth from the OAuth setup banner. You can also open All → Machine Identity Console → Inbound integrations.

2. Select New integration.

3. Select OAuth - Authorization code grant.

4. Configure the integration:

   ServiceNow setting	Value
   Name	A recognizable name such as BotDojo MCP
   Redirect URLs	https://app.botdojo.com/integrations/remotemcp/oauth_redirect
   Allow access only to APIs in selected scope	Cleared, as required by ServiceNow's MCP client setup
   Token Format	JWT

5. Select Save.

6. Record the generated client ID and client secret for the BotDojo Connection.

Use the BotDojo URL for your environment when connecting from a custom or non-production deployment. The Redirect URI shown in BotDojo's ServiceNow setup is authoritative and must match a ServiceNow Redirect URLs value exactly.

Do not reuse an inbound integration whose name merely matches an MCP server. ServiceNow can create similarly named integrations for AI Control Tower monitoring; those are not client integrations.

Connect ServiceNow In BotDojo

1. Choose where the Connection should be owned:

   • For a project Connection, open the project and select Context → Connections → Add Connection.
   • For a personal Connection, open Personalization → Connections and select Add beside My Connections.

2. Search for and select ServiceNow.

3. Confirm that the Redirect URI shown in the setup instructions is registered on the ServiceNow OAuth inbound integration.

4. Enter the generated ServiceNow MCP Server URL.

5. Enter the OAuth inbound integration's client ID and client secret.

6. Keep the ServiceNow OAuth defaults unless ServiceNow documents different values for the selected server:

   BotDojo setting	Default
   OAuth Scope	mcp_server
   Token Endpoint Auth Method	Client Secret Post
   Authorization Endpoint	https://<instance>.service-now.com/oauth_auth.do
   Token Endpoint	https://<instance>.service-now.com/oauth_token.do

7. Select Connect.

8. Sign in as the dedicated ServiceNow user and approve the OAuth consent request.

9. Wait for BotDojo to save the Connection and discover the server's tools.

The OAuth authorization uses the ServiceNow identity that completes the consent flow. Every later tool call remains subject to that user's roles, access controls, and data access.

Review Tool Access

After authorization, open the saved ServiceNow Connection and review Tools before assigning it to an agent:

1. Select Refresh if tool discovery has not completed.
2. Disable every tool the agent does not need.
3. Set each enabled tool to Deny, Ask, or Allow.
4. Use Ask for tools that create, update, delete, transition, approve, or otherwise change ServiceNow data.
5. Set Default Approval to Deny so a tool added to the ServiceNow server does not become usable without review.
6. Save the Connection.
7. Grant the intended users and agents access, or enable the Connection in the intended workspace.

These controls are complementary:

Verify the Connection

1. Confirm that the ServiceNow Connection shows the tools selected on the MCP server.
2. From an authorized workspace, run a bounded read request against a known incident or case.
3. Confirm that a tool marked Ask pauses for approval.
4. If the server intentionally exposes an action tool, test it first against a non-production record and confirm the resulting ServiceNow audit history.
5. If AI Gateway monitoring is available in the ServiceNow instance, confirm that it records the MCP server and tool activity.

Whenever the ServiceNow administrator changes the server's tool list, select Refresh on the BotDojo Connection and review approvals again.

Troubleshooting

ServiceNow References

• Explore MCP Server Console
• Create a Model Context Protocol server
• Create a tool for a Model Context Protocol server
• Connect an MCP client to a ServiceNow MCP server
• Configure BotDojo Remote MCP Connections