OpenAI Brings ServiceNow Record Editing Into ChatGPT
Employees will be able to look up past IT incidents and even edit records stored in ServiceNow while chatting with ChatGPT. App building with Codex, plus security and voice features, roll out through 2027.
OpenAI and ServiceNow announced an expanded partnership on October 28. ServiceNow products will make broader use of OpenAI models and agentic AI (AI that carries out tasks on its own), while ServiceNow’s workflows get wired into ChatGPT and Codex. The scope runs from letting employees handle work records through conversation to helping developers build apps.
What you can do inside ChatGPT
Enterprise customers can connect their own ServiceNow environment to ChatGPT and switch on only the capabilities they want. Employees can chat with ChatGPT to look up similar past IT incidents, or gauge the risk involved in making a system change. Even editing records stored in ServiceNow can be handled within the conversation.
Actions run from ChatGPT inherit the business rules a company already uses, along with each employee’s permissions. Customers choose which capabilities to connect, and what an action can actually touch follows the access controls the organization has set. ServiceNow is also previewing a conversational feature inside ChatGPT for reviewing alerts and related services and assigning the responsible team.
Building business apps with Codex
On the app building side, Codex is slated to plug into ServiceNow’s AI Workflow Factory. The goal is to let developers pull in the business data accumulated in ServiceNow, along with platform capabilities, and build apps directly on top of them. OpenAI models are also being applied to Build Agent and Autonomous Engineer, two products that help with developing new apps and modernizing older ones.
Image: OpenAI
Security work and the evaluation of AI use cases are getting new capabilities too. On the security side, the tools help investigate vulnerabilities, prioritize risks, and coordinate responses. A voice capability is in the works for Super Intelligence Control Tower: an employee describes an AI use case out loud, the system fills in the evaluation fields, and it asks follow-up questions to fill any gaps.
When it becomes available
The ServiceNow MCP plugin, which links ServiceNow to OpenAI tools, is available in the OpenAI marketplace as of the announcement date. Capability extensions built on top of it are expected to ship by the end of 2026. ServiceNow is also widening internal use: ChatGPT Work and Codex, previously limited to its engineering organization, will be opened to all employees.
Image: OpenAI
The remaining features arrive over the course of 2027. The voice capability is expected in the first quarter, and the security features are slated for early access in January followed by general availability in the second quarter. Using Codex in AI Workflow Factory is also pegged for 2027. Neither company disclosed pricing or benchmark results.
At its core, this partnership is about connecting a company’s accumulated work records and execution capabilities to the AI tools employees use every day. IT staff get incident lookups and record edits first, while developers get app building that draws on ServiceNow’s business data. The open questions: when the announced features actually land in day-to-day work, and how far an action can go within existing permission structures.