Australia, Zurich, Yokohama
Integration
Atera's integration with ServiceNow keeps your service desk connected across both platforms. Create, manage, and resolve ServiceNow incidents, interactions, and catalog requests directly from Atera, with real-time sync keeping both systems up to date.
Robin, Atera's AI agent, works across both platforms to handle and resolve tickets autonomously, escalating to a technician when human intervention is needed. That way, you can focus on tasks that actually require you.
Work without switching platforms
Robin, Atera's AI agent, works across both platforms to handle and resolve tickets autonomously, escalating to a technician when human intervention is needed. That way, you can focus on tasks that actually require you.
Work without switching platforms
- Open a ServiceNow incident or interaction from an Atera conversation with key details pre-filled
- Submit Service Catalog requests from Atera, including on behalf of another user
- Required and dynamic form fields are detected automatically, so records are created complete
- Assign or reassign tickets to technicians directly from Atera
Stay in sync automatically
- Status, assignment, and comment changes sync between platforms in real time
- Internal notes stay private, while customer-facing replies are shared with the end user
- AI-generated conversation summaries can be added as internal notes for instant technician context
Let nothing fall through the cracks
- Incoming ServiceNow tickets without a matching Atera conversation are automatically picked up
- Robin resolves tickets end to end and escalates when needed, across both platforms
Atera Integration brings Atera’s AI-powered IT automation (Autopilot / AI capabilities) directly into ServiceNow Incident Management.
- Enable AI-driven IT operations by connecting ServiceNow with Atera’s intelligent automation platform
- Trigger Atera Autopilot workflows directly from ServiceNow incidents
- Automate repetitive IT tasks such as diagnostics, remediation, and ticket handling
- Bi-directional synchronization of incidents between ServiceNow and Atera
- Real-time updates using webhook-based communication
- Enhance service desk efficiency with AI-assisted actions and reduced manual workload
- Bridge ServiceNow ITSM with Atera’s RMM, PSA, and AI capabilities in a unified workflow
- Support resolution tracking (Technician / End-user) across integrated systems
New
- Service Catalog: create catalog requests on behalf of another user ("Requested for"), look up requests by number, and retrieve full catalog item details including variables, auto-populated values and UI policies
- Dynamic and mandatory field discovery for Incidents and Interactions, so Atera collects the fields your forms require before creating or updating records
- Incident categories: read and update category / subcategory
- Retrieve incident attachments from Atera
- Interaction wrap-up configuration support
- Reference field resolution, including reference-variable options and records such as CIs, assets, locations and business units
- Centralized logging with a configurable log level
Improved
- Incident business rules (Assigned to changed, Comment added, State changed) are active out of the box, so incident updates sync to Atera in real time
- Comment sync continues after an incident is reassigned from Robin (Atera's AI agent) to a technician
- Mandatory-field validation consolidated into a shared component for consistent results
- More reliable webhook delivery with improved error handling and logging
- Simplified configuration setup and import transform
Not applicable for this application version.
Active Atera account with AI capabilities (Autopilot) enabled and properly configured