ServiceNow Integration — Practical Implementation Guide

Introduction

This guide provides a narrative walkthrough for integrating ServiceNow with the RAIA agent. The primary objective of this integration is to synchronize case data from your ServiceNow instance directly into the AI Agent's knowledge base. This connection provides the agent with real-time incident and case management information, enabling it to support automated workflows and deliver more accurate, context-aware responses.

The Integration Process Overview

The integration is built on a streamlined Extract, Transform, Load (ETL) framework. The process begins with the extraction of case data from your ServiceNow instance using its API. This data is then transformed into a structured JSON format. A key part of this stage is leveraging the Manus API to generate a derivative knowledge base, which enriches the raw case data. Finally, the processed information is loaded into a PostgreSQL data lake hosted on Supabase. The RAIA agent accesses this data, and the entire workflow is automated to run monthly, ensuring the agent's knowledge remains current.

Roles and Responsibilities

Two key roles are essential for a successful integration. The n8n Workflow Developer is responsible for configuring and deploying the n8n workflow that powers the ETL process. The RAIA Agent Engineer provides support by assisting with the agent's configuration and ensuring the synchronized data is correctly ingested and utilized by the AI.For more technical details on the n8n-ServiceNow connection, you can refer to the native n8n integration documentation at https://n8n.io/integrations/servicenow/.

Phase 1: Planning and Preparation

The initial phase, typically requiring 2-4 hours, is dedicated to planning the integration. The Workflow Developer will start by identifying your ServiceNow instance URL and creating the necessary API credentials. A critical step in this phase is to define the scope of the cases to be synced, for example, by specifying certain case states or assignment groups. The developer then maps the ServiceNow case fields to the target schema of the data lake. This planning stage concludes with the creation of an integration architecture diagram, a list of required APIs and credentials, and a risk mitigation plan.

Phase 2: Data Extraction and Transformation

This phase, estimated to take 3-5 hours, focuses on the technical implementation of the data extraction and transformation. The Workflow Developer will configure a single, comprehensive ServiceNow Cases ETL workflow. This workflow is responsible for fetching case data from ServiceNow based on the scope defined in the planning phase. Within the workflow, data shaping logic is applied to convert the raw case data into a structured JSON format, and the Manus API is used to generate a derivative knowledge base. The deliverable for this phase is the completed n8n workflow and a sample of the transformed JSON data for validation.

Phase 3: Loading, Automation, and Synchronization

The final phase, requiring approximately 3-5 hours, involves loading the data and activating the automated synchronization. The ServiceNow Cases ETL workflow is configured to orchestrate the entire process. It uses an "upsert" operation to efficiently load the transformed data into the PostgreSQL database. Once the data is loaded, the Raia API is triggered to process the new information and add it to its vector store. The process concludes by scheduling the workflow to run automatically each month. The final deliverables include the completed workflow, confirmation of a successful data load, and the configured monthly execution schedule.