ServiceNow 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, Service Now connector has the following limitations:
For Knowledge Articles
The connector will crawl active and published articles.
Depending on the chosen security, could be additional filtering of articles:
For Catalog items:
The connector will crawl by default items active with role field empty (there is a option to remove this filter).
Depending on the chosen security, could be additional filtering of items:
Due technical constraints on the security model of ServiceNow, the security support for other content should be reviewed case by case.
The following features are not currently implemented, but are on the development plan:
Anything we should add? Please let us know.