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Back to the list of Connectors Connect ServiceNow to the platform to index and search content managed in your ServiceNow instance. The connector supports indexing knowledge articles, incidents, catalog tasks, generic tasks, attachments, and associated comments and work notes. You can configure object-specific filters, synchronize ServiceNow access control lists (ACLs), and use encoded queries to precisely control the content that’s indexed.

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Specifications

Attachments, comments, and work notes are synchronized only for the parent objects that you select during the connector configuration. Permission-aware ACLs ensure that users can access only the content that they’re authorized to view in ServiceNow.

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Prerequisites

Make sure that:
  • You have access to the ServiceNow instance.
  • You have the required permissions to access content in the ServiceNow instance.
  • If using webhook integration, you must configure and connect the ServiceNow instance.
  • To use OAuth 2.0, configure an OAuth endpoint in your ServiceNow instance. Skip this step if you are using Basic authentication. Follow the ServiceNow documentation. The redirect URL required during OAuth configuration is available in the authentication profile. It typically has the following format: https://agents.kore.ai/oauth/auth-profile-callback.
  • Create a ServiceNow authentication profile under Project Settings > Auth Profiles before configuring the connector.

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Connector Configuration

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Connection

Specify the ServiceNow instance and authentication settings.

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Objects and Child Resources

Select the ServiceNow objects to synchronize.
Knowledge articles are enabled by default. Enable other objects based on your indexing requirements.

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Filters and Encoded Query

Configure filters to control which records does the platform synchronize.

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Permissions

Configure permission-aware synchronization. When enabled, ServiceNow ACLs are indexed and enforced during search to ensure users only receive results that they’re authorized to access. Review the proposal and perform a dry run to verify that the connector is configured correctly and fetches the required content. Approve & Start sync after review.

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ServiceNow Connector Management

After the initial synchronization, you can monitor the connector status and manage its configuration from the Overview, Activity, Security, and Settings tabs. The Overview tab provides a summary of the connector’s overall health and synchronization status. It also displays the indexed content grouped by ServiceNow object type, along with ingestion statistics. Any documents or records that fail during synchronization are listed on this page. The list lets you quickly identify and troubleshoot ingestion issues. The Settings tab lets you update the connector configuration. After saving your changes, initiate a Full Sync or Delta Sync manually for the updates to take effect immediately. Otherwise, the platform applies the changes during the next scheduled synchronization. In addition to the configuration options available during connector setup, the Settings page provides the following options.
Changes to the connector configuration are applied during the next synchronization. To apply them immediately, manually start a Full Sync or Delta Sync after saving the changes.