Features

ServiceNow connector features:

• Supported elements retrieval using the RESTful API.
• Basic authentication.

Retrieved Content

Currently, the ServiceNow connector retrieves the following types of documents:

• Knowledge Articles and Attachments
• Catalog Items and Attachments

Some of the features of the Amazon S3 connector include:

• Performs incremental crawling (so that only new/updated documents are indexed)
• Fetches Object ACLs (access control lists) for S3 document-level security
• Is search engine independent
• Runs from any machine with access to the given S3 repository

Retrieved Content

The Amazon S3 connector retrieves several types of documents. Listed below are the inclusions and exclusions to these documents.

Include

• Documents stored in buckets
• Documents stored in folders
• Documents stored in subfolders

Future Development Plans

Currently, when document metadata is extracted during indexing, the Object ACLs are being added to each document. These ACLs specify the users (registered on Amazon) who have permission to read the document.

Additional security features, including handling policy ACLs and group permissions, are planned and will be available in the future

Table Usage

Knowledge Content

To retrieve Knowledge Content the connector accesses the tables:

• kb_knowledge: Table with the Knowledge Articles.
• kb_category: Table with the details of the Article’s category.
• kb_knowledge_base: Table for the Knowledge Base information.
• sys_attachment: Table to extract attachments.
• sys_attachment_doc: Table to extract attachments.
• kb_uc_cannot_read_mtom: Table to relate Cannot Read user criteria and Knowledge Bases.
• kb_uc_can_read_mtom: Table to relate Can Read user criteria and Knowledge Bases.
• sys_user_role: Table to extract the Public role sys id.
• user_criteria: Table of user criteria.
• sys_user: Table with the detail of users (Used for author details).

The roles needed to access these tables are: Knowledge, Knowledge_Admin and User_Admin or Itil.

Catalog Content

To retrieve Catalog Items’ content the connector accesses the tables:

• sc_cat_item: Table with the Catalog Items.
• sc_category: Table with the details of the Catalog item’s category.
• sc_catalog: Table with the Catalog of the Catalog Items.
• sys_attachment: Table to extract attachments.
• sys_attachment_doc: Table to extract attachments.

The roles needed to access these tables are: Catalog.

Identity Extraction

These are the tables required to extract the list of users that can access Knowledge Bases.

• kb_knowledge_base
• u_acl_table_users

The roles needed to access these tables are: Knowledge_Admin.

Limitations

Due to API limitations, Service Now connector has the following limitations:

• Only public Catalog Items will be crawled (Empty Roles).
• Only public Knowledge Bases and their Articles are retrieved by the connector.  This means a user can see an article without log in (Articles with Knowledge Bases that have Public Role as Can Read user criteria). There is another option where we crawl all the content published and active, and the security is based on the Knowledge Base of each Article. That means the ACL for security is the Knowledge Base id.
• Due technical constraints on the security model of ServiceNow,  the security support for other content should be reviewed case by case.

Future Development Plans

The following features are not currently implemented, but are on the development plan:

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Anything we should add? Please let us know.