ServiceNow integration overview

Overview

ServiceNow is a cloud-based platform that helps organizations manage digital workflows—like IT support, HR requests, and customer service—by bringing processes, data, and automation together in one place. Persona’s ServiceNow integration lets you automatically open or update ServiceNow customer service cases when key identity events occur in Persona—such as a verification failure, high-risk profile, or fraud signal. You can also enrich ServiceNow with structured context from Persona (for example, verification outcomes and risk attributes) so teams have the full picture where they work.

This integration helps IT, Support, and Operations teams reduce manual work and resolve issues faster by keeping ServiceNow and Persona in sync.

Benefits

Automated Case Management: Open or update ServiceNow cases based on Persona events—eliminating manual ticket creation and context gathering.

Real-Time Context: Push verification outcomes, risk signals, and relevant attributes from Persona into ServiceNow so teams act with full insight.

Faster Resolution: Reduce tool switching and copy-paste by surfacing identity data directly in ServiceNow.

Two-Way Workflows: Power closed-loop processes by searching accounts and cases, creating new cases, and keeping records updated from Persona.

Integration Features

The ServiceNow integration enables teams to manage identity-related customer service workflows directly from Persona. Key capabilities include:

• Retrieve a Specific Case: Look up a specific Customer Service Management (CSM) case.
• Create Case: Automatically open new ServiceNow cases with mapped Persona data when risk thresholds or events are met.
• Update Case: Keep ServiceNow cases current by updating fields (such as status, priority, or assignments) as investigations progress.
• List Customer Service Cases: Search through existing cases to find and link the right record from a workflow.
• List Accounts: Look up customer accounts to associate cases with the correct entity.
• List Incidents: Search and filter existing incidents with advanced query parameters, pagination, and field selection to find and link the right record from a workflow.
• Create Incident: Automatically open new ServiceNow incidents with mapped Persona data when risk thresholds or events are met.
• Retrieve Incident: Pull a single incident by its system ID to get the latest details before making updates or to enrich Persona with incident context.
• Update Incident: Keep ServiceNow incidents current by updating fields — such as state, priority, escalation level, assignments, and work notes — as investigations progress.
• List Interactions: Search and filter interactions (for example, an inbound customer service session) to find the record you need.
• Create Interaction: Automatically open a new ServiceNow interaction with a short description and, optionally, the contact, consumer, or account it belongs to.
• Retrieve Interaction: Pull a single interaction by its system ID to review the latest details.
• Update Interaction: Keep interactions current by updating fields — such as state, assignment, or work notes — as investigations progress.
• Link an Interaction to a Related Record: Associate an interaction with the Incident or Case it concerns by linking the two records in ServiceNow.
• List Interaction Related Records: Search the rows that connect interactions to their related Incidents or Cases.

Setting up the ServiceNow Integration

Prerequisites

To set up the ServiceNow integration, ensure you have:

• Admin access to your ServiceNow account
• Necessary API permissions to access ServiceNow credentials

Setting up the ServiceNow Credentials

Connecting ServiceNow to Persona

Using the ServiceNow Integration in a Workflow

ServiceNow Operations Overview

In addition to syncing field values, Persona can create cases, incidents, and interactions, update them, link interactions to related records, and search accounts or existing records using ServiceNow’s API.

See below for a comprehensive list of available Workflow Action steps and possible configurations for the ServiceNow integration:

Retrieve a specific case

Pull a single case by its identifier to get the latest details before making updates or to enrich Persona with case context. This ensures any subsequent actions use accurate, up-to-date information.

Configuration Steps:

• Provide values for required fields:
  • System ID (record ID from ServiceNow)

Create a Customer Service case

Create a new ServiceNow customer service case when a Persona event is triggered—such as a failed verification or high-risk signal—so teams can begin investigation immediately. You can map Persona attributes to populate core case details and any custom fields your instance uses.

Configuration Steps:

• Provide values for required fields:
  • Short description
• Optionally add:
  • Associated account and/or contact
  • Additional attributes (for example, category, priority, state, assignment group, assignee)
  • Custom fields as defined in your ServiceNow instance

Update a specific case

Update an existing ServiceNow case when new information becomes available (for example, adjust status, priority, or assignment based on investigation outcomes). This keeps ServiceNow in sync with Persona without manual intervention.

Configuration Steps:

• Provide values for required fields:
  • System ID (record ID from ServiceNow)
• Optionally add:
  • Fields to update (for example, title/description, state/status, priority, assignment group/assignee)

Create an incident

Create a new ServiceNow incident when a Persona event is triggered—such as a failed verification or high-risk signal—so the right teams can begin investigation immediately. Map Persona attributes to populate incident details and any custom fields your instance supports.

Configuration Steps:

• Provide values for required fields:
  • Short description (max 160 characters)
• Optionally add:
  • Description
  • Assigned to (system ID of the user)
  • Work notes and comments
  • Additional custom fields as defined in your ServiceNow instance

Retrieve an Incident

Pull a single incident by its system ID to review the latest details before making updates or to incorporate incident data into workflow decision logic. Incident responses include the caller (caller_id) reference for the person who opened the incident.

Configuration Steps:

• Provide values for required fields:
  • System ID – the unique record identifier from ServiceNow

Update an Incident

Update an existing ServiceNow incident when new information becomes available — for example, adjust state, priority, or escalation level based on investigation outcomes. This keeps ServiceNow in sync with Persona without manual intervention.

Configuration Steps:

• Provide values for required fields:
  • System ID – the unique record identifier from ServiceNow
• Optionally add:
  • Short Description
  • State: New, In Progress, On Hold, Resolved, Closed, or Canceled
  • Priority: Critical, High, Moderate, Low, or Planning
  • Escalation: Normal, Moderate, High, or Overdue
  • Assigned to (system ID of the user)
  • Work notes and comments
  • Additional custom fields as defined in your ServiceNow instance

Create an interaction

Create a new ServiceNow interaction when a Persona event is triggered — for example, to log an inbound customer service session that needs follow-up. Map Persona attributes to populate the interaction details, or leave most fields to ServiceNow defaults.

Configuration Steps:

• Provide values for required fields:
  • Short description (max 160 characters)
• Optionally add:
  • Contact
  • Consumer
  • Account
  • State
  • Assigned to (system ID of the user)
  • Assignment group (system ID of the group)
  • Work notes (internal notes for agents)
  • Additional custom fields as defined in your ServiceNow instance

Retrieve an interaction

Pull a single interaction by its system ID to review the latest details before making updates or to incorporate interaction data into workflow decision logic.

Configuration Steps:

• Provide values for required fields:
  • System ID – the unique record identifier from ServiceNow

Update an interaction

Update an existing ServiceNow interaction when new information becomes available — for example, adjust state, assignment, or work notes based on investigation outcomes. This keeps ServiceNow in sync with Persona without manual intervention.

Configuration Steps:

• Provide values for required fields:
  • System ID – the unique record identifier from ServiceNow
• Optionally add:
  • Fields to update (for example, short description, state, assignment group, assignee, work notes)

Link an interaction to a related record

Associate an interaction with the Incident or Case it concerns. This is the supported way to connect an interaction to the related record in ServiceNow.

Configuration Steps:

• Provide values for required fields:
  • Interaction (system ID of the interaction this row links from)
  • Related Record Table (incident or sn_customerservice_case)
  • Related Record (system ID of the linked Incident or Case record)

List interaction related records

Search the rows that link interactions to their related records. Filter by the Interaction option (an interaction’s System ID) to find the Incident or Case linked to that interaction, or by the Related Record and Related Record Table options to find the interactions associated with a given record.

Configuration Steps:

• Provide values for required fields:
  • None
• Optionally add:
  • Interaction (filter by an interaction’s System ID)
  • Related Record Table (filter by the linked record’s table, such as incident or sn_customerservice_case)
  • Related Record (filter by the linked record’s System ID)
  • Additional query parameters, pagination, and field selection as defined in your ServiceNow instance

Listing Endpoints

These endpoints help Persona fetch metadata to power dynamic workflows and dropdowns:

• List Accounts – retrieve customer accounts
• List Customer Service Cases – fetch existing cases with filters and pagination
• List Incidents – query and retrieve incident records with filtering and pagination support
• List Interactions – query and retrieve interaction records with filtering and pagination support
• List Interaction Related Records – search the rows that link interactions to their related Incidents or Cases

To learn more about ServiceNow APIs, see their developer documentation here.

FAQs

What ServiceNow products does this integration work with?

This integration uses ServiceNow Customer Service Management (CSM) objects for accounts and cases.

What permissions are required in ServiceNow?

Access to accounts and cases depends on roles configured in your instance. ServiceNow documentation notes that CSM account and case APIs require appropriate roles for access (for example, csm_ws_integration for full access). Check with your ServiceNow admin to confirm your organization’s role requirements.

How do I reference the correct case to update?

Use the case’s record ID from ServiceNow as the identifier in Update or Retrieve operations.

Can I map custom fields?

Yes. You can pass custom fields as part of Create and Update Case actions, aligning to your ServiceNow configuration.

Can I connect a sandbox or developer instance?

Yes. Provide the appropriate subdomain and credentials for the instance you want to connect.

Plans Explained

ServiceNow Integration by plan

Learn more about pricing and plans.