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ServiceNow integration with Copilot via Custom MCP Connector

Nidhi Priya 591 Reputation points
2026-01-20T06:53:17.4366667+00:00

Hello experts!

I wanted to use the ServiceNow connector for integration with ServiceNow. I have found 3 connectors under M365 Admin center. Below is the snapshot for the same:

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My queries are:

  1. can we use these connectors so that we can query in copilot chat to retrieve information from ServiceNow dashboard, like - no of tickets open, critical ticket updates, latest tickets and its details, etc.
  2. If yes? then which one can we use? or we have to add all the 3 connectors? how are they different from each other?
  3. What are the prerequisites to enable these connectors in an organization tenant?

FYI. I am not quite familiar with connectors. using this to build the understanding.

Thanks!

Nidhi

Microsoft Copilot | Microsoft 365 Copilot | Development
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  1. Prasad-MSFT 10,491 Reputation points Microsoft External Staff Moderator
    2026-01-20T12:27:35.2866667+00:00

    1.The ServiceNow connectors you see in the Microsoft 365 Admin Center are Microsoft Graph connectors. Their primary purpose is to index external data into Microsoft Search, not to provide real-time, interactive querying like a BI or API integration.

    ✅ Copilot can surface indexed ServiceNow content (such as tickets or knowledge articles) if that content has been ingested via a connector and the user has permission.

    ❌ Copilot cannot reliably answer dynamic or aggregated questions.

    These connectors do not support live queries, aggregations, or dashboard-style analytics from ServiceNow.

    2.You do not need all three unless you explicitly want to index different types of ServiceNow data.

    Typically, each ServiceNow connector targets a specific dataset, for example:

    • ServiceNow Knowledge – Knowledge base articles
    • ServiceNow Incidents / Tickets – Incident or ticket records
    • ServiceNow Catalog / Requests – Service catalog or request items

    👉 You should enable only the connector(s) that correspond to the data you want searchable in Microsoft 365.

    3.At a high level, you’ll need:

    • Microsoft 365 side
    • Microsoft 365 tenant with Microsoft Search / Graph connector support
    • Appropriate admin role (Search Admin / Global Admin)
    • Copilot users must have licenses that allow access to Microsoft Search–indexed content

    ServiceNow side

    • A ServiceNow account with: API access & Read permissions on the target tables (incidents, knowledge, etc.)
    • OAuth or basic authentication configured for the connector
    • Data access aligned with user-level permissions (Copilot respects ACLs)

    Important: The connector indexes data on a schedule, not in real time.

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