Atera's integration with ServiceNow keeps your ticketing workflows automatically connected across both platforms. Create, manage, and resolve ServiceNow incidents directly from Atera, with real-time sync ensuring both systems always reflect the same up-to-date information.

Robin, Atera's AI agent, works across both platforms to handle and resolve incidents autonomously, escalating to a technician when human intervention is needed. That way, you can focus on tasks that actually require you.

Manage incidents without switching platforms

- Open a ServiceNow incident from an Atera conversation with key details pre-filled
- Look up existing incidents and check required fields before creating new ones
- Assign or reassign incidents to technicians directly from Atera

Stay in sync automatically

- Status changes in one platform automatically update the other in real time
- Comments sync bidirectionally, with internal notes staying private and customer-facing replies 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 incidents 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