Polyguard brings high-assurance identity verification into ServiceNow incidents. When a caller asks for a password reset, account recovery, or any other sensitive action, an agent launches a secure trust check in one click from the classic Incident form or from Service Operations Workspace. The end user verifies on their phone in seconds, and the result, including a verified name and signed proof, lands automatically on the incident's Trust Check record. Stop social-engineering attacks at the service desk without slowing your agents down.
- Verify identity without leaving the Incident. One click on Create Trust Check Link starts a secure check directly from the record the agent is already working in.
- Mobile-first for end users. The customer receives a link, completes verification on their phone in seconds, and never installs or learns anything inside ServiceNow.
- Results land where the work happens. Verified name, identifier, and proof of verification are written to the incident's Trust Check automatically, so the agent's next decision is informed in real time.
- Built for service desks. A dedicated agent role lets you choose exactly who can request trust checks, while a separate integration role keeps the Polyguard backend tightly scoped.
- Works where your agents work. The same one-click verification is available on the classic Incident form and in Service Operations Workspace, so workspace-based service desks get the full flow without switching interfaces.
Polyguard 1.1.0 brings identity verification into Service Operations Workspace.
Version 1.0 worked on the classic Incident form. If your service desk has moved to Service Operations Workspace, Polyguard now works there too: the same Create Trust Check Link and Trust Check Status actions appear in the workspace record header, so an agent can verify a caller and read the result without leaving the workspace.
What is new in this release:
- Create Trust Check Link and Trust Check Status are available in Service Operations Workspace, in addition to the classic Incident form.
- Trust Check records open directly in the workspace when an action is used there.
- An optional one-time configuration, documented in the installation guide, lists an incident's trust checks on the workspace Related Records tab.
Nothing changes for existing installations on the classic Incident form, and no configuration is required to pick up workspace support.
Questions or feedback? Reach us at support@polyguard.ai.
- ServiceNow instance running Yokohama or Zurich.
- Administrator (admin role) access on the target ServiceNow instance to install the app, create the integration user, and create the inbound OAuth client (Application Registry on Yokohama, Inbound Integrations on Zurich).
- The Incident plugin must be active. The application does not add fields to the Incident table; it adds its own tables and references Incident.
- The ServiceNow instance must accept inbound HTTPS connections from the Polyguard backend so verification results can reach the application's Scripted REST APIs (this is the default for standard ServiceNow instances).
- A modern browser (Chrome, Edge, Safari, or Firefox in a recent version) for the agent UI.
- Service Operations Workspace support is optional. If your agents use Service Operations Workspace for ITSM (installed by default on new Zurich instances), Polyguard's incident actions appear there automatically. The application does not require it, and nothing is lost without it.
Other Requirements:- An active Polyguard Enterprise account with access to the Polyguard Console at https://console.polyguard.ai. The Console is used to register the ServiceNow instance and push credentials into the application's private configuration table.
- End users completing a trust check need an internet-connected mobile device. No mobile app installation in ServiceNow is required.
- The administrator performing the install should be able to create a Web Services Only user and an OAuth API endpoint for external clients (both standard ServiceNow capabilities, no separate plugin required).