Make Cresta act in ServiceNow — safely

Native CRM connectors handle the basics, but ServiceNow ITSM is a different surface — incident lifecycle, change approvals, SLA timers, work notes — and Cresta has no native write path there. Upware learns the exact ServiceNow workflows your team actually runs, encapsulates them as governed AI skills over MCP, and enforces RBAC so the Cresta agent can only touch what it's authorized to. You get cross-system execution without building a custom integration or waiting on a vendor roadmap.

Every action Upware takes in ServiceNow is logged: which agent triggered it, which skill ran, what fields changed, and when. That attribution record lives in Upware's audit trail alongside the ServiceNow event history, so you have a correlated view across both systems. Because execution is deterministic — replaying the exact steps Upware learned rather than asking an LLM to improvise — you can predict what will be written and defend it to auditors. SLA obligations that depend on incident-creation timestamps get accurate, system-stamped data from the moment the action fires.

Yes. Upware's on-prem bridge runs inside your network and makes only outbound connections back to the Upware engine — no inbound firewall rules, no VPN tunnel for us to manage. It learned your ServiceNow workflows by recording the desktop interactions your team already uses, so it doesn't need a public API or admin-level service account with broad access. The bridge client handles the local calls; your security team controls what the bridge is permitted to do through policy and RBAC settings on the Upware side.