Solutions by app
Govern records, orchestrate workflows, and deploy agents across your stack
ServiceNow is the ITSM backbone for incidents, changes, and requests. Tray integrates ServiceNow with the rest of your stack to keep records consistent, automates cross-system workflows to resolve faster with full governance, and powers AI agents that act on ServiceNow context to close the loop across identity, security, DevOps, and finance.
Agents
Integrations
Automations
Use cases
ServiceNow + Tray
ServiceNow is where incidents, requests, changes, and assets are tracked and managed across IT and operations. But actions tied to those records often depend on work happening in other systems.
Tray extends ServiceNow across your stack, connecting it to identity, engineering, collaboration, finance, and any other system you rely on. Incidents, change requests, service catalog items, and CMDB updates can trigger orchestrated workflows, governed automations, and agents that take action across toolswhile keeping ServiceNow as the system of record.
See how different teams use Tray to take action from ServiceNow.
What you can do with Tray
IT
IT
If you work in IT or operations, these are common ways teams use Tray with ServiceNow to automate incident response and standardize request handling.
- Sync incidents across systems: Create or update linked incidents in monitoring, engineering, or collaboration tools while keeping status aligned
- Automate service catalog fulfillment: Trigger downstream provisioning, approvals, or updates when catalog requests are submitted
- Route and escalate by playbook: Apply routing logic based on priority, CI, or assignment group to reduce manual triage
Security
Security
If you work in security or risk, these are common ways teams use Tray with ServiceNow to coordinate response and reduce exposure.
- Open security incidents automatically: Create and enrich security incidents from alerts in monitoring or SIEM tools
- Enforce approval gates for sensitive changes: Require structured approvals before high-risk changes are executed
- Log and audit response workflows: Maintain visibility into incident updates, escalations, and remediation actions
Product and engineering
Product and engineering
If you work in product and engineering, these are common ways teams use Tray with ServiceNow to connect operational issues to delivery workflows.
- Create linked issues from incidents: Open Jira or GitHub issues from ServiceNow incidents with full context
- Sync change requests with deployment pipelines: Trigger deployment or CI workflows when change requests are approved
- Post incident updates to channels: Share status changes and resolution updates in the right collaboration channels
Business systems
Business systems
If you build and scale systems for the business, these are common ways teams use Tray with ServiceNow to standardize workflows and reduce integration sprawl.
- Connect ServiceNow to the stack: Sync incidents, requests, CMDB records, and users with identity, engineering, and finance systems
- Standardize cross-team workflows: Reuse approval, routing, and escalation patterns across departments
- Expose workflows as agent tools: Allow governed agents to initiate or update ServiceNow records safely
Support
Support
If you work in support operations, these are common ways teams use Tray with ServiceNow to improve visibility and resolution speed.
- Sync ticket status to customer systems: Update external support or CRM systems as ServiceNow incidents progress
- Automate SLA notifications: Trigger alerts when incidents approach or breach SLA thresholds
- Aggregate reporting across systems: Consolidate incident and request data for operational dashboards
Finance
Finance
If you work in finance or asset management, these are common ways teams use Tray with ServiceNow to align requests and assets with financial systems.
- Sync asset and CMDB data: Keep asset, configuration item, and ownership records aligned with ERP or inventory tools
- Route procurement approvals: Trigger structured approvals when service catalog items involve purchases
- Track cost-impacting changes: Notify finance teams when change requests affect budget or asset value
Agents
Build agents with ServiceNow and Tray
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
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
Supports your own LLMs or Tray-hosted models for flexible deployment
Enforces cross-system guardrails, RBAC, approvals, and end-to-end execution logs
Deploys in Slack, Teams, web, or email while keeping ServiceNow current
Now Assist AI Agents
Operates natively inside ServiceNow, focused on resolving requests inside the platform
Uses ServiceNow context and workflows for answers and actions
Runs on ServiceNow’s proprietary AI models without external LLM configuration
Maintains governance and visibility entirely within the ServiceNow platform
Runs in ServiceNow interfaces (portal, mobile, workspace)
Integrations
Integrations with ServiceNow and Tray
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
Automations
Automations with ServiceNow and Tray
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.
Frequently Asked Questions
Find answers to common questions about our products and services.
How does Tray trigger flows from ServiceNow?
Tray connects to Zendesk using OAuth or API tokens stored securely in Tray connections. Scope each connection to the correct subdomain, brand, and permissions so workflows only touch approved resources
How are required fields and approvals handled?
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.
Can Tray connect if our ServiceNow is behind a firewall?
Yes. Use the Tray On-Prem Agent for secure outbound-only connections, or private networking methods like VPN, VPC peering, or AWS PrivateLink.
Can ServiceNow requests trigger actions in other systems?
Yes. A ServiceNow incident can provision access in Okta, trigger a CI/CD rollback, or send a finance alert. All actions run under scoped service accounts with full audit logging.
How do we start small and scale?
Start with one ServiceNow table and one outcome — such as incident triage or change approvals. Add forms and downstream updates, then expand across departments. Every automation you build becomes reusable and agent-ready.
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.
What comes standard with Tray
Whether your systems, data, or models run in the cloud or on-premises, Tray connects them in one secure platform. Every connection, workflow, and agent operates under IT governance with encryption, audit logging, and access controls built in. Security teams can trust that all integrations comply with enterprise network and authentication policies.
Universal connectivity
- Prebuilt connectors: 700+ connectors plus a universal HTTP connector for any REST API
- Custom connectors: Build custom connectors that behave like native ones
- Connect anywhere: Cloud or on-prem systems supported
On-premises connectivity
- Connect securely: Access on-premises systems, whether first-party or third-party
- Meet network requirements: Connect through approved configurations that align with enterprise security policies
- Enterprise protocols: Support multiple on-premises security standards for safe integration
Authentication management
- Secure credentials: Collect and store authentications with full encryption
- Encrypted data: Protect all data at rest and in transit
- Role-based control: Partition credentials by workspace and access level
Security and governance
- Certified compliance: SOC 2 Type II, GDPR, CCPA, HIPAA
- End-to-end protection: Encryption, detailed audit logs, scoped connections, and OAuth scopes