What You Can Do
Once connected, PlayerZero AI agents can:- Read incidents and requests - Access incident details, change requests, and service catalog items for context
- Create and update records - Generate incidents from debug sessions or update existing ones with findings
- Add work notes - Post investigation results and technical details to incident records
- Navigate CMDB - Understand configuration items and service relationships when debugging
Use Cases
- Incident triage - AI agents analyze incoming incidents and suggest category, priority, or assignment group
- Debug-to-incident workflow - Convert investigation findings into properly categorized ServiceNow incidents
- Change correlation - When debugging, agents identify recent changes that may have caused the issue
Scopes & Permissions
PlayerZero requests only the permissions needed for AI agents to assist with IT service management. We follow the principle of least privilege—each permission directly enables a specific capability.
Why We Need Each Access Level
| Access | Why It’s Needed |
|---|---|
| Incident table (read/write) | Issue management — Allows agents to read incident details for context during debugging, and create or update incidents when you ask them to document findings or escalate issues |
| Change request table (read) | Change correlation — Enables agents to identify recent changes that may have caused an issue, providing crucial context during root cause analysis |
| CMDB (read) | Infrastructure context — Provides access to configuration items and service relationships, helping agents understand how components connect when debugging |
| User table (read) | Team awareness — Allows agents to identify incident owners, assignment groups, and suggest appropriate escalation paths |
Setup
Setup starts in PlayerZero—no pre-configuration in ServiceNow is required.
- In PlayerZero, navigate to Organization Settings → Integrations
- Find ServiceNow and click Connect
- You’ll be redirected to ServiceNow to log in and authorize PlayerZero
- After authorization, select which PlayerZero projects should have access to this integration