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Help for others... Agent Flows and sharing a connection Bug

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Posted on by SM-06101152-0

I hope this helps others!!

After a couple of weeks of struggling to connect Copilot Studio to ServiceNow using Entra ID Login, we realized that the option of "Run-Only user" is not available inside of Copilot Studio Agent Flows.

Opening the flow in Power Automate we can see that option

Once we updated that to use our Connection, everything worked for users to be able to use the agent without getting prompted to make a connection.

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Bot extensibility

Calling actions from Copilot Studio

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Nivedipa-MSFT Microsoft Employee on at

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Hello SM-06101152-0,
Really appreciate you sharing this — it's a useful workaround, and one that catches a lot of people out. The issue ("users keep getting prompted to create a ServiceNow connection") doesn't immediately point to the Run-only users setting, especially since the Copilot Studio agent flow editor hides it completely. Opening the flow in Power Automate and changing the connection to "Use this connection (owner's)" is the right fix.

A couple of things to keep in mind for anyone using this approach:

All users will now call ServiceNow using the flow owner's identity, so per-user audit trails and ACLs no longer apply. That's fine for read-only lookups; it's worth reconsidering for writes or compliance-sensitive actions.

Make sure the flow is owned by a service account, not a personal one — if the owner leaves or their connection fails, the agent stops working for everyone.

One extra tip: opening agent flows in Power Automate also exposes concurrency, retry policy, trigger conditions, run history, and sharing — all hidden in the Copilot Studio editor. It's worth bookmarking the Power Automate URL for each agent flow.

Thanks again for posting — this definitely should be easier to find.

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SM-06101152-0 33 on at

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@Nivedipa-MSFT - Thanks!.

This connection was made using a Service Account.
We used this route ( Microsoft Entra ID Logon ) so that when users use the agent it uses Sigle Sign On to connect to retrieve only the data they have access to in ServiceNow.

Next up is creating an Agent to connect to HR Data table.. This should secure their Agent in case someone accidently shares the agent to someone that shouldn't be using it.

Thanks again for your response,

Shane Meisner

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