ServiceNow and Tray

ServiceNow is the system of record for IT and service operations. On its own, it doesn’t coordinate processes across your full stack, such as provisioning access in an IDP, escalating incidents in security tools, or syncing change approvals with CI/CD. Tray fills those gaps. With Tray, ServiceNow integrations keep records accurate, governed automations route work across systems, and AI agents act on behalf of teams with the right context.


With Tray, you can
Build agents
 that can take action, build powerful ServiceNow
Automations
, and set up
Integrations
.

Build

Build agents that take action with Tray and ServiceNow

Make ServiceNow the governed surface for enterprise agents. Agents ground on scoped ServiceNow data, call governed tools, and write back to incidents, changes, and requests with full traceability.

Ground agents with scoped ServiceNow knowledge

  • Scope: Index selected incidents, changes, requests, or knowledge you authorize
  • Freshness: Re-ingest on a schedule or define retention windows
  • Knowledge: Pull in approved ServiceNow knowledge articles for answers

Automations

Automations with Tray and ServiceNow

Tray turns ServiceNow requests, incidents, and changes into governed workflows across IT, security, and DevOps. Automations trigger from table events or scheduled checks, route work with rules and approvals, and write results back to the correct record with full visibility and audit trail.

Integrations

Integrations with Tray and ServiceNow

Tray turns ServiceNow from a standalone ITSM into a governed system of action. Integrations keep incidents, requests, changes, and knowledge consistent across your stack. These connections power cross-system automations and provide the trusted context your agents rely on.

ServiceNow integration capabilities

Integrate ServiceNow with 700+ applications plus any system with an API using our HTTP connector. These domains mirror ServiceNow’s REST API and how teams actually work in ServiceNow.

Route and resolve incidents with context and governance

  • Create and update: Log incidents and service requests with required fields
  • Routing: Assign routing based on priority, impact, or source system
  • Linking: Relate incidents to problems, changes, or known errors
  • Bulk jobs: Run bulk jobs to pull or update tickets for reporting and sync

Tray vs ServiceNow Now Assist AI Agents

Now Assist AI Agents are ServiceNow’s native agent option. If most of your processes and data live in ServiceNow, Now Assist AI Agents may fit. If you need a ServiceNow agent that operates across the rest of your stack, Tray is the better choice.


Merlin Agent Builder

Acts in ServiceNow and across 700+ connectors, plus any REST API

Uses scoped ServiceNow data plus external context for grounding

Bring your own model or use Tray-hosted options

Cross-system guardrails, RBAC, approvals, and execution logs

Deploy in Slack, Teams, web, or email while keeping ServiceNow current

Now Assist AI Agents

Native to ServiceNow, focused on resolving requests inside the platform

Uses ServiceNow context and workflows for answers and actions

Powered by ServiceNow AI models, not configurable with external LLMs

Governance and visibility managed inside ServiceNow

Runs in ServiceNow interfaces (portal, mobile, workspace)

FAQs

Tray validates required fields against table schemas and enforces approvals by writing to the Approval table or calling your approval flows. All outcomes are logged on the record.