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Use case · Gateway
AI service-desk agent on ServiceNow
Service-desk agents save hours a day — once you trust them. WALLIOO Gateway sits between the agent and ServiceNow, so every read and every action follows your rules.
Who it is for
IT service management teams building AI agents on ServiceNow with Claude, ChatGPT or Copilot Studio.
What it covers
Every tool call the agent makes to ServiceNow through WALLIOO Gateway (MCP): search, read, update and close.
What you get
- Agents triage tickets without seeing callers’ personal data
- High-impact actions wait for a person
- Every agent action traceable
The problem
What goes wrong without control
- Incidents contain names, phone numbers and sometimes health or HR details.
- The agent’s ServiceNow account can usually do far more than it should.
- Nobody can tell afterwards what the agent changed, and why.
How WALLIOO solves it
The flow
Support agentClaude · ChatGPT · Copilot Studio
Gateway
Identity
Permissions
Mask
Approve
Every decision recorded in WALLIOO Control
ServiceNowMCP · REST API
IT service managerWALLIOO Control
In the product
What your teams see
Real WALLIOO screens, with example data.
The policy
| Situation | Decision | What happens |
|---|---|---|
| Find the incidents of a caller the employee named | ALLOW | ServiceNow receives the real name; the AI only ever saw its code. |
| Read an incident | ALLOW + MASK | Caller name, email and phone are replaced before the agent sees them. |
| Add a work note | ALLOW | Routine action, recorded. |
| Close a P1 incident | APPROVE | Paused until the IT service manager approves in WALLIOO Control. |
| Read HR cases | BLOCK | Out of scope for this agent. |
| Delete an incident | BLOCK | Never permitted. |
Works with
ServiceNowClaudeChatGPTMicrosoft Copilot StudioMCP
The outcome
Faster resolution
The agent handles triage and notes; people handle the critical calls.
Least privilege
The agent only does what the policy allows, whatever its account can do.
Full traceability
Every read, change and approval is in one audit trail.