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Back to Search AI connectors list Wolken Service Desk is a cloud-based IT service management (ITSM) platform used by organisations to manage support cases, tickets, and knowledge base content. You can configure Search AI to connect to Wolken Service Desk to enable users to fetch query results using knowledge base articles and support cases from your Wolken instance.

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Authorization Support

Search AI supports custom API-based authentication for communicating with Wolken Service Desk. Authentication requires a Host URL, Domain, Client ID, Service Account, Refresh Token, and Authorization Code associated with your Wolken instance.

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Integration Steps

To configure Wolken Service Desk as a content source, complete the following steps.
  • Configure the Wolken Service Desk connector in Search AI
  • Set up Permissions
  • Configure Content Filters
  • Schedule Sync

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Step 1: Configure the Wolken Service Desk Connector in Search AI

Go to Connectors under the Sources page and select Wolken Service Desk. On the Authentication tab, enter the following details and click Connect. Once successfully authenticated, the status shows as Connected.

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Step 2: Set Up Permissions

Go to the Permissions tab to configure access control for the ingested content. The following options are available.
  • Same users as in the source system (Restricted Access) - Applies RACL-based access control. Permissions are enforced using platform/RACL configuration. Note that permissions aren’t continuously auto-synced from Wolken; any permission changes in the source system must be updated manually via RACL configuration.
  • Everyone (Public Access) - All users are granted full access to the ingested content, overriding any previous restrictions in the connector.
Automatic permission sync is not supported for the Wolken Service Desk connector. Attachment files are not ingested as part of the connector flow.

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Step 3: Configure Content Filters

Go to the Content Filters tab under Connector Setup to define the scope and filters for content ingestion. Filters can be applied across both knowledge base articles and cases/tickets.

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Step 4: Sync Content

After configuring the connector, go to Schedule Sync to initiate and manage content synchronization.
  • Use the Sync option for an immediate, on-demand sync.
  • Enable Schedule Sync to set up automated, recurring syncs.
The connector supports both Full Sync and Incremental Sync. During an incremental sync, only content is created or updated since the last sync is processed, reducing API load and sync time for large instances. The Schedule Sync table displays a log of all sync activity with the following details.

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Content Ingestion

Once the sync is complete, go to the Content tab to review the ingested content. The tab displays the count of files that are Successful, Failed, and Skipped, along with the total number of Accessible Files. Search AI ingests two content types from Wolken Service Desk.

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Knowledge Base Articles

For each knowledge base article, the system extracts and indexes the following key fields:
  • title - The title of the knowledge base article.
  • content - The body text of the article, made available for search operations.
  • doc_id - A unique identifier for the ingested article, derived from the article ID in Wolken.
  • doc_source_type - Identifies the content type as a knowledge base article.
  • doc_created_on / doc_updated_on - Timestamp of article creation and last update in Wolken.
  • url - The URL pointing to the article in the Wolken portal, if available.

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Cases and Tickets

For each case or ticket, the system extracts and indexes the following key fields:
  • title - The subject or title of the support case.
  • content - The description and case history, including relevant case updates modelled for search.
  • doc_id - A unique identifier for the ingested case, derived from the case/ticket ID in Wolken.
  • doc_source_type - Identifies the content type as a support case.
  • doc_created_on / doc_updated_on - Timestamp of case creation and last update in Wolken.
  • url - The URL pointing to the case in the Wolken portal, if available.
  • status - The current status of the case (for example, Open, Closed, Resolved).
  • business_unit - The business unit associated with the case.
Attachments associated with cases or articles aren’t ingested as separate downloadable files in the connector flow.

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RACL Support

Search AI provides access control support for content ingested from Wolken Service Desk. The sys_racl field is used to enforce access control by associating relevant identifiers with the ingested content, ensuring that users can only access the content they’re authorised to view.
  • When RACL is disabled (default), all synced content is publicly available to all users searching the index (permission set to *).
  • When RACL is enabled, the connector uses RACL platform configuration to enforce access control. Since automatic permission sync isn’t supported, the Permission Entity APIs must be used to manually associate users with the appropriate permission entities after ingestion.
  • sys_racl can include wildcard (*) for publicly available content, or explicit user or group identifiers for restricted content.