Introduction

UnifyApps connects to ServiceNow and returns the agents that instance hosts, so they can be inventoried, monitored and brought under policy alongside every other platform you run.

ServiceNow connections return agents. Models are not part of this connection — ServiceNow is not an option in + Add Model.

What UnifyApps discovers

Discovery reads the platform's own APIs through a connection your tenant already holds. Each agent it returns becomes a record in the Agent Registry, and the traces those agents produce are collected from that point on.

Capability support

Note: You do not instrument a discovered agent. Its traces arrive through the connection — there is no SDK step and nothing to install. A discovered agent shows Setup Pending until its first trace lands, which usually means it simply has not run yet, not that you owe it work. Give it real usage and it flips to Active on its own. While it is pending, the agent detail page still shows a Setup tab carrying SDK and OTLP instructions. On a discovered agent those do not apply — the tab appears for anything awaiting a first trace, however it was registered. See Agent Statuses.

Before you begin

1. Create the connection first — Discovery sweeps a connection your tenant already holds. It does not collect credentials. See Create a Connection.

2. Know which instance you are scanning — One connection covers one. Separate production and sub-production instances need one connection each — and a sub-production instance full of test agents is a good argument for leaving auto-register off.

3. Agree the identity's scope — Discovery sees exactly what the connection identity can list. A narrow identity produces an inventory that looks complete and is not.

Add the connection

Step 1: Open + Add Application in Discovery

Step 2: Select ServiceNow

Step 3: Confirm Observe · Advisory

It is preselected and is the only tier available for this platform.

Step 4: Choose the connection and click Connect

Verify

The new row shows PLATFORM as ServiceNow and STATUS as Connected. DISCOVERED populates once the first sweep completes.

Open the connection to see its Assets table. Everything arrives excluded — discovered but not governed — until you register it. See Review & Triage Discovered Assets.

What to watch on this platform

Agents on a workflow platform tend to act rather than only answer — creating records, updating them, notifying people. That makes the tool surfaces the ones worth governing first:

• Tool input — what the agent is about to do, and with what data. This is the last point at which an irreversible action can be caught.

• Tool output — content coming back from a record or an integration, which the agent has no reason to distrust.

See Where Controls Run.

Limitations

1. Observation only — Controls set to Block or Mask cannot take effect on this connection. Flag works as documented and every violation is recorded as an incident.

2. Coverage stops at the connection's permissions — Assets the identity cannot list will not appear, and their absence is not reported.

3. No model discovery — ServiceNow connections return agents only.

Troubleshooting

The sweep completed but DISCOVERED is empty. Either the instance genuinely hosts none, or the connection identity cannot list them. Check the second before concluding the first.

Fewer assets than the platform's own console shows. Scope. Confirm the connection covers the whole boundary you intend to govern.

Assets appear but never accumulate traces. Check LAST TRACE against known usage before treating it as a telemetry fault.

A Block control never blocks. Expected on an advisory connection. See Connection Types.