ServiceNow is an enterprise cloud platform that provides IT service management (ITSM), IT operations management, and business process automation. Organizations use ServiceNow to manage incident response, service requests, change management, and IT helpdesk operations at scale.

Authsignal's Call Connect integration adds real-time identity verification directly into ServiceNow workflows. When callers contact IT service desks for sensitive operations like password resets, account unlocks, or access requests, agents can trigger multi-channel verification flows without leaving the ServiceNow interface.

This replaces vulnerable manual verification methods (security questions, employee IDs) with modern authentication options including passkeys, SMS and WhatsApp OTP, email verification, push notifications to trusted devices, high-assurance biometrics, and government-issued ID verification. All verification events are logged for compliance and audit purposes.

The integration addresses a critical security gap: social engineering attacks account for over 60% of helpdesk security breaches. By verifying caller identity through registered devices and preferred authentication methods, organizations eliminate manual verification friction while significantly reducing unauthorized access risks. Service desk agents complete verification in seconds, maintaining operational efficiency while enforcing strong authentication for sensitive actions.

Unlike ServiceNow's built-in authentication (which focuses on platform login), Call Connect brings identity verification into the support conversation itself, allowing agents to confirm they're speaking with legitimate account holders before taking action.

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Who this integration is for:

• IT service desk teams handling password resets, account unlocks, and access requests
• Security and compliance teams requiring audit trails for identity verification
• Organizations in regulated industries (financial services, healthcare, government) with strict identity proofing requirements
• Service desk managers looking to reduce social engineering attack surface

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Common use cases:

• Password reset verification - Confirm caller identity through passkeys or biometrics before processing password changes
• Account unlock workflows - Verify users through their trusted devices when restoring account access
• Elevated privilege requests - Use multi-factor verification before granting administrative or system access
• Incident escalation - Authenticate authorized personnel through high-assurance methods before sharing sensitive incident details
• Compliance-driven workflows - Log verification events for regulatory audit requirements (SOX, HIPAA, PCI-DSS)\

Prerequisites:

• ServiceNow instance with admin access
• Authsignal Call Connect app installed from the ServiceNow Store
• Authsignal account with authentication methods configured (Twilio/Bird for SMS, email provider for magic links, etc.)
• ServiceNow contacts with phone numbers and email addresses in sys_user table

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Setup overview:

1. Generate ServiceNow API key - Create an API key in ServiceNow's REST API Key settings for Authsignal authentication callbacks
2. Configure Call Connect in Authsignal portal - Navigate to Settings > Call Connect, enter your ServiceNow instance name, API key, and select your regional endpoint:
   • US (Oregon): https://us-connect.authsignal.com/call/start
   • AU (Sydney): https://au-connect.authsignal.com/call/start
   • EU (Dublin): https://eu-connect.authsignal.com/call/start
3. Set Call Connect properties in ServiceNow - Configure your regional endpoint URL, Authsignal API key, and webhook API key Sys ID under Authsignal Call Connect > Properties
4. Format contact data - Ensure phone numbers in sys_user table follow E.164 format: +[country code][number] with no spaces, dashes, or special characters (e.g., +61417888999)
5. Assign agent roles - Grant the x_auths_cc.agent role to service desk agents who will handle verified calls

For detailed configuration steps and screenshots see the complete installation guide.