ServiceNow Salesforce connector features:
Currently, the ServiceNow connector retrieves the following types of documents:
To retrieve Knowledge content, the connector accesses the tables:
The roles needed to access these tables are: Knowledge, Knowledge_Admin and User_Admin or Itil.
To retrieve Catalog Items’ content, the connector accesses the tables:
The roles needed to access these tables are: Catalog and User_Admin or Itil.
These are the tables required to extract the list of users that can access Knowledge Bases.
The roles needed to access these tables are: Knowledge_Admin.
Due to API limitations, the ServiceNow connector has the following limitations:
For Knowledge Articles
The connector will crawl active and published articles.
Depending on the chosen security, there could be additional filtering of articles:
For Catalog items:
The connector will crawl by default active items with role field empty (there is an option to remove this filter).
Depending on the chosen security, there could be additional filtering of items:
Due to technical constraints on the security model of ServiceNow, the security support for other content should be reviewed on a case by case basis.
The following features are not currently implemented, but are on the development plan:
Anything we should add? Please let us know.
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The Salesforce connector retrieves several types of documents, listed below are the inclusions and exclusions of these documents.
The connector receives a file with SOQL queries for each of the object types to crawl. The metadata of the objects types will depend on the specified query for each type. For example if the query for Lead looks like this:
Code Block |
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SELECT Id, IsDeleted, MasterRecordId, LastName, FirstName, SystemModstamp, Name FROM Lead |
Info |
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Fields like Id and SystemModstamp are mandatory and need to be specified in the queries for each object type to crawl |
Due to API limitations, the Salesforce connector has the following limitations:
There is a daily request limit in Salesforce API. If this occurs, the following error will be displayed.
ERROR [/salesforce001/Main/Scanner]: SalesforceDSConnection.MaximumRetriesExceeded:
[UnexpectedErrorFault [ApiFault exceptionCode='REQUEST_LIMIT_EXCEEDED' exceptionMessage='TotalRequests Limit exceeded.'
Please see more information at API rate metering .
2. Security and incremental related limitations
3. Chatter security
4. Salesforce Compatibility limitation
Every 3 months Salesforce releases a new version of their API and sometimes makes changes to the data structures. After each update there is a possibility that the compatibility between the connector and Salesforce will break.