Integrating ChangeGear with imper.ai ensures:
When a ticket is opened, imper.ai is automatically included in the workflow, allowing sending a verification link to the user and updating the ChangeGear ticket with the verification outcome.
Users are verified before sensitive actions are executed.
Some actions can be completed automatically via imper.ai, without requiring intervention from a help desk agent.
Verification results and metadata are fully recorded in ChangeGear, providing agents with actionable insights and a complete audit trail.
By leveraging ChangeGear as a source of truth for ticket and user information, imper.ai can validate identity context, enrich verification logic, and improve decision accuracy during helpdesk and security-sensitive interactions.
Only admin users can integrate ChangeGear with imper.ai.
Prerequisites
To integrate ChangeGear with imper.ai, you must:
Have admin permission in imper.ai.
Have admin permissions in ChangeGear.
Be able to create and manage API credentials / integration user accounts.
Know how to define and limit API scopes or roles in ServiceNow.
Set up the imper.ai integration
imper.ai integrates with ChangeGear using an API key and webhooks.
Create a new user for imper.ai using this guide.
Assign to the user a role that allows it to create and update tickets.
Configure an API key for this user using this guide. This key will be used in a later stage.
Create an outbound webhook. The destination should be “/webhook/{organization_id}/itsm/{itsm_channel}”
Connect ChangeGear in imper.ai
Once your ServiceNow API credentials are ready:
Log in to the imper.ai Admin Console using your admin credentials.
Navigate to Integrations page.
Locate ChangeGear and click Connect.
In the relevant places, provide your ServiceNow url and the and the api key.