GETTING STARTED
SearchAssist Overview
SearchAssist Introduction
Onboarding SearchAssist
Build your first App
Glossary
Release Notes
What's new in SearchAssist
Previous Versions

CONCEPTS
Managing Sources
Introduction
Files
Web Pages
FAQs
Structured Data 
Connectors
Introduction to Connectors
SharePoint Connector
Confluence Cloud Connector
Confluence Server Connector
Zendesk Connector
ServiceNow Connector
Salesforce Connector
Azure Storage Connector
Google Drive Connector
Dropbox Connector
Oracle Knowledge Connector
DotCMS Connector
RACL
Virtual Assistants
Managing Indices
Introduction
Index Fields
Traits
Workbench
Introduction to Workbench
Field Mapping
Entity Extraction
Traits Extraction
Keyword Extraction
Exclude Document
Semantic Meaning
Snippet Extraction
Custom LLM Prompts
Index Settings
Index Languages
Managing Chunks
Chunk Browser
Managing Relevance
Introduction
Weights
Highlighting
Presentable
Synonyms
Stop Words
Search Relevance
Spell Correction
Prefix Search
Custom Configurations
Personalizing Results
Introduction
Answer Snippets
Introduction
Extractive Model
Generative Model
Enabling Both Models
Simulation and Testing
Debugging
Best Practices and Points to Remember
Troubleshooting Answers
Answer Snippets Support Across Content Sources
Result Ranking
Facets
Business Rules
Introduction
Contextual Rules
NLP Rules
Engagement
Small Talk
Bot Actions
Designing Search Experience
Introduction
Search Interface
Result Templates
Testing
Preview and Test
Debug Tool
Running Experiments
Introduction
Experiments
Analyzing Search Performance
Overview
Dashboard
User Engagement
Search Insights
Result Insights
Answer Insights

ADMINISTRATION
General Settings
Credentials
Channels
Team
Collaboration
Integrations
OpenAI Integration
Azure OpenAI Integration
Custom Integration
Billing and Usage
Plan Details
Usage Logs
Order and Invoices
Smart Hibernation

SearchAssist APIs
API Introduction
API List

SearchAssist SDK

HOW TOs
Use Custom Fields to Filter Search Results and Answers
Add Custom Metadata to Ingested Content
Write Painless Scripts
Configure Business Rules for Generative Answers

ServiceNow Connector

SearchAssist can be configured to connect to the ServiceNow application to enable users to fetch query results using the data and information available in ServiceNow.

Specifications

 

Type of Repository  Cloud
Supported API version
Search Results Support knowledge articles managed by ServiceNow.
Extractive Model for Answers knowledge articles managed by ServiceNow.
Generative Model for Answers knowledge articles managed by ServiceNow.
RACL Support Yes

 

To configure ServiceNow as a content source, follow the steps listed below.

Step 1: Configure an OAuth endpoint in ServiceNow

The first step is to create a new application registry using the Service Management console of the ServiceNow application. This requires admin privileges for the user creating the application on ServiceNow.  Follow the steps listed below to set up an OAuth application in ServiceNow. 

Login to the ServiceNow account. Navigate to All > System OAuth > Application Registry and click New to create a new application.

Choose the option ‘Create an OAuth API endpoint for external clients’ as the type of application.

Give a name to the application and provide other details. For detailed instructions of the fields, refer to the ServiceNow documentation. Enter one of the following Callback URLs as the Redirect URL as per your location.

US Prod https://idp.kore.com/workflows/callback
JP https://jp-bots-idp.kore.ai/workflows/callback
DE https://de-bots-idp.kore.ai/workflows/callback

On successful creation, a client ID and client secret will be generated.  This will be used while configuring the connector in the SearchAssist application. 

Step 2: Configure the ServiceNow connector in SearchAssist

Go to the Connectors under the SOURCES tab and click ServiceNow.

This will take you to the Introduction page describing the steps to complete the configuration. 

Click Proceed and provide the Configuration and Authentication details.

Provide a name for the connector. Enter the other properties from the ServiceNow application created in Step 1. Click Connect

On successful authentication, you will see a success message as shown below. SearchAssist crawls the data from the connector in the background. 

On clicking the Done button, you will be redirected to the Connectors home page where you will see ServiceNow in the connected sources. 

After the content synchronization is complete and you add indices corresponding to the data from ServiceNow application, you can search for the content from the source using the Preview option.

 

To temporarily enable or disable the connection, use the toggle button against the connector.

To view the connection details, click the details link. 

RACL Support 

SearchAssist offers Role-Based Access Control (RACL) support for content ingested from ServiceNow Knowledgebases. Currently, SearchAssist enforces access control at the knowledge base level.

To learn the basics of RACL in SearchAssist, refer to this

Understanding User Permissions in ServiceNow

In ServiceNow, user access to knowledge base articles can be defined in three ways:

  1. Owners of the Knowledgebase
  2. Managers of the Knowledgebase
  3. User Criteria with specific access permissions (Can Read and Can Contribute)
    User Criteria in ServiceNow is a method to group users based on specific conditions. Users can be added directly or included based on conditions such as department, role, etc.

Access Control in SearchAssist

By default, SearchAssist grants access to the following:

    • Owners of the Knowledgebase – This list of owners will be added directly in racl fields in the indexed content.
    • Managers of the Knowledgebase – This list of managers will be added directly in racl fields of the indexed content.
    • Individual users listed under each User Criteria with Can Read and Can Contribute permissions. 
      Each User Criteria is retrieved as a Permission Entity. Only users directly listed in the criteria are retrieved as part of the Permission Entity by default. The permission entity ID is added and is visible in the racl fields of the indexed content.  Users associated with other conditions (e.g., department or role) are not automatically included. Therefore, these users cannot access articles unless they are explicitly added to the permission entity.For instance, if the owner of a knowledgebase is John@example.com and the knowledgebase can be accessed by users who fulfil a given user criteria, the indexed content will look something like this. The alphanumeric field “25431493ff4221009b20ffffffffffe0” in the indexed content refers to the Permission Entity corresponding to the user criteria for the article. 

      "sourceAcl": [
       "25431493ff4221009b20ffffffffffe0",
       "John@example.com"
       ],

      If there are any identities directly added as Users inside the user criteria, those users will be automatically added to the permission entity. To grant access to all others within the user criteria, those added through other conditions, use the Permission Entity API to associate them with the permission entity.

ServiceNow Connector

SearchAssist can be configured to connect to the ServiceNow application to enable users to fetch query results using the data and information available in ServiceNow.

Specifications

 

Type of Repository  Cloud
Supported API version
Search Results Support knowledge articles managed by ServiceNow.
Extractive Model for Answers knowledge articles managed by ServiceNow.
Generative Model for Answers knowledge articles managed by ServiceNow.
RACL Support Yes

 

To configure ServiceNow as a content source, follow the steps listed below.

Step 1: Configure an OAuth endpoint in ServiceNow

The first step is to create a new application registry using the Service Management console of the ServiceNow application. This requires admin privileges for the user creating the application on ServiceNow.  Follow the steps listed below to set up an OAuth application in ServiceNow. 

Login to the ServiceNow account. Navigate to All > System OAuth > Application Registry and click New to create a new application.

Choose the option ‘Create an OAuth API endpoint for external clients’ as the type of application.

Give a name to the application and provide other details. For detailed instructions of the fields, refer to the ServiceNow documentation. Enter one of the following Callback URLs as the Redirect URL as per your location.

US Prod https://idp.kore.com/workflows/callback
JP https://jp-bots-idp.kore.ai/workflows/callback
DE https://de-bots-idp.kore.ai/workflows/callback

On successful creation, a client ID and client secret will be generated.  This will be used while configuring the connector in the SearchAssist application. 

Step 2: Configure the ServiceNow connector in SearchAssist

Go to the Connectors under the SOURCES tab and click ServiceNow.

This will take you to the Introduction page describing the steps to complete the configuration. 

Click Proceed and provide the Configuration and Authentication details.

Provide a name for the connector. Enter the other properties from the ServiceNow application created in Step 1. Click Connect

On successful authentication, you will see a success message as shown below. SearchAssist crawls the data from the connector in the background. 

On clicking the Done button, you will be redirected to the Connectors home page where you will see ServiceNow in the connected sources. 

After the content synchronization is complete and you add indices corresponding to the data from ServiceNow application, you can search for the content from the source using the Preview option.

 

To temporarily enable or disable the connection, use the toggle button against the connector.

To view the connection details, click the details link. 

RACL Support 

SearchAssist offers Role-Based Access Control (RACL) support for content ingested from ServiceNow Knowledgebases. Currently, SearchAssist enforces access control at the knowledge base level.

To learn the basics of RACL in SearchAssist, refer to this

Understanding User Permissions in ServiceNow

In ServiceNow, user access to knowledge base articles can be defined in three ways:

  1. Owners of the Knowledgebase
  2. Managers of the Knowledgebase
  3. User Criteria with specific access permissions (Can Read and Can Contribute)
    User Criteria in ServiceNow is a method to group users based on specific conditions. Users can be added directly or included based on conditions such as department, role, etc.

Access Control in SearchAssist

By default, SearchAssist grants access to the following:

    • Owners of the Knowledgebase – This list of owners will be added directly in racl fields in the indexed content.
    • Managers of the Knowledgebase – This list of managers will be added directly in racl fields of the indexed content.
    • Individual users listed under each User Criteria with Can Read and Can Contribute permissions. 
      Each User Criteria is retrieved as a Permission Entity. Only users directly listed in the criteria are retrieved as part of the Permission Entity by default. The permission entity ID is added and is visible in the racl fields of the indexed content.  Users associated with other conditions (e.g., department or role) are not automatically included. Therefore, these users cannot access articles unless they are explicitly added to the permission entity.For instance, if the owner of a knowledgebase is John@example.com and the knowledgebase can be accessed by users who fulfil a given user criteria, the indexed content will look something like this. The alphanumeric field “25431493ff4221009b20ffffffffffe0” in the indexed content refers to the Permission Entity corresponding to the user criteria for the article. 

      "sourceAcl": [
       "25431493ff4221009b20ffffffffffe0",
       "John@example.com"
       ],

      If there are any identities directly added as Users inside the user criteria, those users will be automatically added to the permission entity. To grant access to all others within the user criteria, those added through other conditions, use the Permission Entity API to associate them with the permission entity.