# SailPoint Service Catalog AI Assistant Documentation > SailPoint Service Catalog AI Assistant Documentation # Documentation # Getting Started with ServiceNow [![SailPoint and ServiceNow]()]() Give your users a seamless employee experience with SailPoint apps on ServiceNow, when your de-facto application for requesting and approving requests is ServiceNow. The SailPoint apps on ServiceNow provide an easy-to-implement, out-of-the-box Identity and Access Management interface with ServiceNow. The SailPoint apps are published in the ServiceNow store and provide multiple integration options, based on your business case. ## Identity Governance Sync user data between SailPoint and ServiceNow. - Users with a Virtual Appliance can refer to [Integrating SailPoint with ServiceNow Identity Governance]() for detailed information. - Users without a Virtual Appliance (also referred to as a SaaS connector) can refer to [Integrating SailPoint with Identity Governance SaaS]() for detailed information. ## Service Desk Raise ServiceNow requests for disconnected applications from SailPoint. Requests can be configured according to your organization's policies and to the features available in ServiceNow. Refer to [Integrating SailPoint with ServiceNow Service Desk]() for detailed information. ## Service Catalog Users can raise requests from ServiceNow, and approvers can approve requests within ServiceNow. Requests for access can be raised for requestable roles, access profiles, and entitlements after Separation of Duties checks, and according to the approval process defined within ServiceNow. Provisioning is initiated in SailPoint, and the status is updated against the request once completed. Refer to [Integrating Identity Security Cloud with ServiceNow Service Catalog]() for detailed information. ## SailPoint Service Catalog AI Assistant Enables users to interact with AI-powered agents to request, manage, and track access through the SailPoint Service Catalog. It provides the conversational AI layer with a chatbot-based experience powered by ServiceNow Now Assist. ### Process Diagram for Catalog App [![Process diagram for the SailPoint Service Catalog AI Assistant]()]() ## Accessing SailPoint Apps [![SailPoint apps on the ServiceNow Now Platform]()]() SailPoint apps for ServiceNow are developed in partnership with ServiceNow on the Now Platform. They are published and available for ServiceNow customers in the [ServiceNow store](). Purchases must be coordinated with your Customer Success Manager or account manager. You can request trials from the ServiceNow store according to [ServiceNow's store policy](). Refer to [Entitlement Process for SailPoint Apps on ServiceNow]() for the detailed entitlement process for SailPoint customers. The ServiceNow store [Help]() page provides generic information about buying, installing, uninstalling, and managing the app. ## Release Information SailPoint continually works to extend the rich experience of core features in apps for ServiceNow. New versions of these apps are regularly released, ensuring compatibility with the latest versions of ServiceNow and SailPoint. ServiceNow also supports deleting accounts. Refer to [What's New in ServiceNow]() for details about recent and upcoming releases for all of SailPoint's ServiceNow solutions. ## Compatibility and Support Matrix SailPoint continually updates support for the apps published in the ServiceNow store to match the ServiceNow support policy and SailPoint releases. SailPoint's ServiceNow team works to announce support for the latest versions within 2 weeks of the General Availability (GA) release of ServiceNow, as well as SailPoint releases. The supported ServiceNow applications and store versions are as follows: | Application | Australia | Zurich | Yokohama | | --- | --- | --- | --- | | Identity Governance | Supported
Store Version 1.0.6 (December 2022) | Supported
Store Version 1.0.6 (December 2022) | Supported
Store Version 1.0.6 (December 2022) | | Service Desk | Supported
Store Version 1.2 (July 2024)
Store Version 1.1 (March 2024) | Supported
Store Version 1.2 (July 2024)
Store Version 1.1 (March 2024) | Supported
Store Version 1.2 (July 2024)
Store Version 1.1 (March 2024) | | Service Catalog | Supported
Store Version 5.2 (May 2026)
Store Version 5.1 (Oct 2025)
Store Version 5.0 (Jul 2025)
Store Version 4.1 (Jan 2025)
Store Version 4.0 (Nov 2024)
Store Version 3.2 (May 2024) | Supported
Store Version 5.2 (May 2026)
Store Version 5.1 (Oct 2025)
Store Version 5.0 (Jul 2025)
Store Version 4.1 (Jan 2025)
Store Version 4.0 (Nov 2024)
Store Version 3.2 (May 2024)
Store Version 3.1 (Dec 2023) | Supported
Store Version 5.2 (May 2026)
Store Version 5.1 (Oct 2025)
Store Version 5.0 (Jul 2025)
Store Version 4.1 (Jan 2025)
Store Version 4.0 (Nov 2024)
Store Version 3.2 (May 2024)
Store Version 3.1 (Dec 2023) | | SailPoint Service Catalog AI Assistant | Supported
Store Version 1.0 (May 2026) | Supported
Store Version 1.0 (May 2026) | \- | # SailPoint Service Catalog AI Assistant SailPoint's Service Catalog AI Assistant can be used to submit access requests, roles, access profiles, and entitlements (access items) to access the applications or business roles you need to perform your job. ## Key Capabilities SailPoint's Service Catalog AI Assistant provides: - Conversational access requests - Users can request access to SailPoint roles, access profiles, and entitlements through a natural-language chatbot interface powered by ServiceNow's Now Assist. - AI-guided access discovery - The ServiceNow Now Assist agent helps users discover access items, understand what they need, and guides them through the SailPoint access request process. - Seamless SailPoint integration - The AI Assistant is accessible in the upper-right corner of the SailPoint Service Catalog for Identity Security Cloud and leverages access request workflows, approval flows, and SailPoint API integrations, which are handled by the SailPoint Service Catalog application. Refer to [ServiceNow Service Catalog]() for more information. ## How It Works 1. The user describes their access request in natural language. 2. The AI Assistant then: 1. Interprets the request and maps it to the appropriate access item within SailPoint. 2. Invokes the backend workflows provided by the SailPoint Service Catalog SailPoint application. 3. Submits the access request to SailPoint through the configured APIs. 4. Triggers the configured approval workflows to complete the request. > [!NOTE] > > The AI Assistant provides a new, conversational method. The existing Service Catalog portal-based access request flow remains available and fully functional. # Installing and Configuring AI Assistant Promote the SailPoint Access Request skill in Now Assist. > [!NOTE] > > **Screenshot** > > [![SailPoint Service Catalog AI Assistant application menu]()]() 1. Sign in to your ServiceNow instance with the necessary administrative credentials. 2. In the **Filter navigator** in the upper-left corner, enter `Admin Center` and press Enter. 3. In the **Admin Center** dropdown list, select **Now Assist Admin**. 4. On the left, go to **Settings \> Now Assist Panel**. 5. In the **Summary** section of the main panel, select **Turn On** to enable Now Assist. > **Note** > > If the **Turn On** button is not disabled, the necessary plugin is not installed. Select **View available plugin** to select and install the required plugin before proceeding with activation. # Prerequisites To successfully install and configure SailPoint's Service Catalog AI Assistant, your organization's environment must meet the following requirements. ## SailPoint Service Catalog for Identity Security Cloud You must have the following components installed and configured: - The Service Catalog app is installed and active. - Connection parameters to SailPoint are configured using Client Credentials only. Refer to [Configuring Connection Parameters]() for more information. - SailPoint links are populated and up to date for your installed version. Refer to [Identity Security Cloud Links]() for more information. - ServiceNow users are correlated with SailPoint identities. Refer to [SailPoint Service Catalog for Identity Security Cloud]() for more information. ## SailPoint Instance - A supported SailPoint tenant with access requests enabled. - A configured source of ServiceNow accounts so each account is associated with an identity in SailPoint. - You must know the endpoint URL of your SailPoint tenant. ## ServiceNow Instance Requirements - Administrative access to the ServiceNow instance for app installation and configuration. ### Summary | Prerequisite | Required | Description | | --- | --- | --- | | SailPoint Service Catalog for Identity Security Cloud (`x_sap_intidn`) | Yes | Must be installed, configured, and operational | | SailPoint tenant | Yes | Licensed and access requests enabled | | ServiceNow instance (supported version) | Yes | Washington DC Patch 3 or newer | | ServiceNow Now Assist | Yes | Licensed and enabled | | `x_sap_intidn.sapadmin` role | Yes | For administrators | # Security Recommendations To ensure secure and responsible usage of generative AI features, SailPoint strongly recommends enabling Now Assist Guardian. This provides built-in AI security guardrails and continuous monitoring of AI interactions. ## Prompt Injection Protection Now Assist Guardian detects prompt injection attempts before execution. You may choose to log the attempt or block and log the attempt. This protection helps prevent malicious or unintended manipulation of AI prompts. ## Offensive Content Detection Enable monitoring of AI-generated content in conversational experiences to identify potentially offensive or inappropriate material. This helps ensure compliance with organizational content standards. ## Sensitive Data Handling Configure sensitive data protection to automatically mask personally identifiable information (PII) and other confidential data. This prevents sensitive information from appearing in AI prompts or responses, helping maintain data privacy and regulatory compliance. Refer to the [official ServiceNow documentation]() for advanced configuration and best practices. # Troubleshooting If you encounter any of the following issues or errors, SailPoint recommends that you follow the guidance provided below to resolve the error before contacting SailPoint Support. For issues or errors that are not addressed in this connector guide, refer to the following resources for troubleshooting information: - [SailPoint Identity Services Documentation]() - [SailPoint Support Knowledge Base]() - [SailPoint Developer Community]() ## Not Able to Find System Logs Go to **System Logs \> All** and filter for the `x_sap_iscai` or `x_sap_intidn` scope. # Using AI Assistant to Request Access **To request access using AI Assistant:** 1. Select the **Now Assist** icon in the upper-right corner. 2. In the **Now Assist** window, select **ISC Access Request**. 3. Review the user list. 4. Select a user by entering the username or index number in the reply field. 5. Select the arrow to send your option. The system returns the user's full name and username to confirm your selection. 6. Select the type of access request. 7. Enter the name or description of the access item. This example shows how to submit a SailPoint access request for entitlements through the Now Assist chatbot. 1. For this example, select **Entitlement**. 2. Enter a name or brief description for the entitlement. You can use partial names to search. For example, entering `015` returns entitlements that contain `015`. 3. Select the specific entitlement you want from the list. 4. Select a sunset date for the access. 5. Review the **Access Request Summary** that appears on the screen. 6. Select **Yes** to submit the request. The system displays a confirmation message that the access request was submitted successfully.