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 build
Agents
Integrations
 and
Automations
 that connect ServiceNow across your business systems and teams.

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.

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

Learn more about our connectivity options

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

Learn more about on-premises connectivity

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

Learn more about authentication management

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

Learn more about security and governance