> ## Documentation Index
> Fetch the complete documentation index at: https://koreai.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.
# ServiceNow Connector
[Back to the list of Connectors](/agent-platform/knowledge#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.
## Specifications
| Specifications | Details |
| ---------------------------- | ----------------------------------------------------------------------------------------- |
| Supported content | Knowledge Articles, Incidents, Catalog Tasks, Tasks, Attachments, Comments and Work Notes |
| Permission-aware ACL support | Yes |
| Content filtering | Yes |
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.
## 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](https://docs.servicenow.com/bundle/washingtondc-platform-security/page/administer/security/task/t_CreateEndpointforExternalClients.html). 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.
## Connector Configuration
### Connection
Specify the ServiceNow instance and authentication settings.
| Field | Description |
| ----------------------- | -------------------------------------------------------------------------------- |
| ServiceNow auth profile | Specifies the authentication profile used to connect to the ServiceNow instance. |
| New auth profile | Creates a new ServiceNow authentication profile. |
| Auth type | Specifies the authentication method used to connect to ServiceNow. |
| Instance URL | Specifies the URL of the ServiceNow instance to connect to. |
| Security posture | Displays the current authentication and ACL protection status for the connector. |
### Objects and Child Resources
Select the ServiceNow objects to synchronize.
| Field | Description |
| ----------------------- | ------------------------------------------------------------------------------------------------------ |
| Knowledge articles | Synchronizes knowledge articles. |
| Catalog tasks | Synchronizes service catalog task records. |
| Attachments | Synchronizes attachments associated with the selected parent records. |
| Incidents | Synchronizes incident records from the IT Service Management module. |
| Tasks | Synchronizes generic task records. |
| Comments and work notes | Synchronizes comments and work notes associated with the selected incidents, tasks, and catalog tasks. |
Knowledge articles are enabled by default. Enable other objects based on your indexing requirements.
### Filters and Encoded Query
Configure filters to control which records does the platform synchronize.
| Field | Description |
| --------------------------- | -------------------------------------------------------------------------------------------------------- |
| Object filters | Selects the ServiceNow object for which you've configured the filters. |
| Knowledge article states | Specifies the knowledge article states to include during synchronization. |
| Active records only | Synchronizes only active records (state of record = active). |
| Modified after | Synchronizes records modified after the specified date. |
| Modified before | Synchronizes records modified before the specified date. |
| Allow public knowledge ACLs | Includes publicly available knowledge articles when permitted by the source configuration. |
| Advanced encoded query | Specifies a ServiceNow encoded query to further filter the records synchronized for the selected object. |
### 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.
| Field | Description |
| -------------------- | --------------------------------------------------------------------------------------------------------------- |
| Permission-aware ACL | Synchronizes ServiceNow Access Control List (ACL) information and applies source permissions to search results. |
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.
## 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.
| Field | Description |
| ----------------------------------- | --------------------------------------------------------------------------------------------------------- |
| Saved encoded query preview | Displays the effective ServiceNow encoded query generated from the configured filters. |
| Scheduled delta sync | Enables scheduled incremental synchronization to periodically index changes from the ServiceNow instance. |
| Delta cadence | Specifies how frequently the scheduled delta synchronization runs. |
| Queue full sync after save | Queues a full synchronization after the updated configuration is saved. |
| Queue permission recrawl after save | Queues a permission recrawl after saving the configuration when permission-aware ACL is enabled. |
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.