ServiceNow Integration with Kore.ai

XO Platform
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I am trying to integrate ServiceNow with Kore.ai with Client ID, Client Secret, Tenant ID. I am getting an error service responded with 401 error

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Hi Anas,

Welcome to Kore.ai Community.

When integrating ServiceNow with Kore.ai, you may encounter a 401 error if the authentication details (Client ID, Client Secret, etc.) are not correctly configured or supported by the integration method you are using.

Key Points to Check

  1. Integration Type & Authentication
  • Kore.ai’s ServiceNow integration (Actions) supports Basic Authentication for most use cases. It does not natively support OAuth with Client ID/Client Secret tokens unless specifically configured with refresh tokens in certain agent transfer setups.
  • If you are using Client ID and Client Secret expecting an OAuth flow, this may lead to a 401 Unauthorized response because ServiceNow might require different authentication flows or refresh token support that isn’t configured.
  1. ServiceNow Actions Configuration
  • Go to App Settings > Integrations > Actions > ServiceNow and ensure you’ve entered the correct Instance URL, Username/Password (for Basic Auth), or a valid Authorization Profile if using user-level credentials.
  • Pre-authorize the integration using a valid ServiceNow user with appropriate permissions.
  1. ServiceNow Instance Version & Permissions
  • Ensure that your ServiceNow instance version (e.g., Tokyo, Utah, Vancouver) is supported and that the user account being supplied has API access permissions.
  • Missing roles or API access permissions on the ServiceNow side will also result in 401 errors.
  1. Alternative Approach – Web SDK or Custom Service Nodes
  • If you need to use Client ID/Client Secret-based OAuth, you might need to integrate via a custom service node in the bot dialog using Kore.ai’s Service Node and a custom authorization profile. This gives more granular control over token generation and API calls.

Quick Suggestions

  • Test your ServiceNow credentials and authentication method using Postman or cURL to validate they work before using them in Kore.ai.
  • Double-check that the Base URL (your ServiceNow tenant) and all credential fields are accurate.
  • If Basic Auth is acceptable, try configuring the integration using ServiceNow username/password directly first, then expand to custom/auth profile flows as needed.

Feel free to share your ServiceNow version and exact authorization setup if you want more targeted troubleshooting help!

Thank you,
Srujan Madderla