Microsoft FastTrack
Agents · Copilot Studio

ESS ServiceNow ITSM Get User Requests

Extend the Employee Self-Service agent to list a user's open, closed, or all ServiceNow service catalog requests (REQ).

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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 lists incidents, so this adds a flow that queries the ServiceNow sc_request table for the current user, plus a user-facing topic and a system topic. The topic works out whether the user wants active, closed, or all requests, caches results for 15 minutes, and returns a numbered list with links to open each request in ServiceNow.

Why use it

  • Let employees ask for their service catalog requests, such as "Show me my open requests".
  • 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 flow into your workspace, replace the {FLOW_GUID} and connection reference placeholders, then push) or import solution/ESSServiceNowITSMGetUserRequests_1_0_0_0.zip and create the two topics in Copilot Studio.
  3. Set the ServiceNowITSMPortalBaseURI environment variable (for example https://<instance>.service-now.com/esc), turn the flow on in Power Automate, and enable parameter sharing for the ServiceNow connection in Copilot Studio.
  4. Wire the topic to the flow, publish the agent, and try a prompt such as "Show me my open requests". With the Maker Kit:
python scripts/push.py
python scripts/push.py --repair "Get User Requests"

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

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