Microsoft FastTrack
Agents · Copilot Studio

ESS ServiceNow ITSM Get Request Details

Extend the Employee Self-Service agent to look up ServiceNow service catalog requests (REQ) and request items (RITM).

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employee-self-serviceservicenowitsmcopilot-studiopower-automate

What it is

A Copilot Studio and Power Automate sample for the Microsoft Employee Self-Service (ESS) agent. The built-in ITSM orchestrator only handles incidents, so this adds two flows (one for the ServiceNow sc_request table and one for sc_req_item) and three topics. A single user-facing topic extracts the number from the user's message, routes RITM numbers to the request-item flow and everything else to the request flow, and shows an adaptive card with a link to open the record in ServiceNow.

Why use it

  • Let employees ask for the status of a service catalog request or request item by number.
  • Calls ServiceNow as the signed-in employee (on-behalf-of), so ServiceNow's own access controls decide what each person can see.
  • Deploy with the ESS Maker Kit or import a ready-made solution.

How to use it

  1. Install the ServiceNow ITSM extension pack, deploy the ESS agent, and create a ServiceNow connection that uses on-behalf-of (invoker) authentication.
  2. Deploy with the ESS Maker Kit (copy the topics and both flows into your workspace, replace the {FLOW_GUID} and connection reference placeholders, then push) or import solution/ESSServiceNowITSMGetRequestDetails_1_0_0_0.zip and create the three topics in Copilot Studio.
  3. Set the ServiceNowITSMPortalBaseURI environment variable (for example https://<instance>.service-now.com/esc), turn both flows on in Power Automate, and enable parameter sharing for the ServiceNow connection in Copilot Studio.
  4. Wire the topics to the flows, publish the agent, and try a prompt such as "What's the status of my request REQ0012345?" With the Maker Kit:
python scripts/push.py
python scripts/push.py --repair "Get Request Details"
python scripts/push.py --repair "Get Request Item"

Prerequisites

  • Microsoft Employee Self-Service agent deployed
  • ServiceNow ITSM extension pack installed in Copilot Studio
  • ServiceNow connection in Power Platform configured for on-behalf-of (invoker) authentication
  • ServiceNowITSMPortalBaseURI environment variable set to your ServiceNow portal URL
  • ESS Maker Kit (for the push.py deployment path)
  • ServiceNow users with read access to sc_request and sc_req_item

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