Overview

Integrating ServiceNow 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 ServiceNow 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 ServiceNow, providing agents with actionable insights and a complete audit trail.

By leveraging ServiceNow 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.

NOTE

Only admin users can integrate ServiceNow with imper.ai.

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Prerequisites

To integrate ServiceNow with imper.ai, you must:

• Have admin permission in imper.ai.

• Have admin permissions in ServiceNow.

• Be able to create and manage API credentials / integration user accounts.

• Know how to define and limit API scopes or roles in ServiceNow.

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Setup

Step 1: Install and Set Up the imper.ai App

imper.ai integrates with ServiceNow using an app and an API key.

1. Go to the ServiceNow Store.

2. Search for imper.ai and click Install.

3. A ServiceNow user named "imper integration" will be created.

4. Grant the "imper integration" user the following permissions:

   1. All Task and child tables - read/write

   2. System properties - read/write

   3. Users - read only

5. Configure an API key for this user. This key will be used in a later stage.

6. Next, configure the imper.ai verification field in any form derived from Task.

• imper.ai verification field name: u_imper_verification.

Step 2: Connect ServiceNow in imper.ai

Once your ServiceNow API credentials are ready:

1. Log in to the imper.ai Admin Console using your admin credentials.

2. Navigate to the Integrations page.

3. Locate ServiceNow and click Connect.

4. In the relevant places, provide your ServiceNow URL and the API key.

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Permissions

The following ServiceNow permissions are required for the integration to function correctly:

• All Task and child tables - read/write

• System properties - read/write

• Users - read only

These permissions allow imper.ai to access ticket and user information, manage custom fields used during verification and automated actions, and maintain a secure, auditable workflow within ServiceNow.