Field Mapping Between ServiceNow and SearchUnify
This article visualizes the mapping between the fields found on the ServiceNow frontend and the SearchUnify fields under the tab ServiceNow Content Source > Edit > Rules. Using this document, you can pick the right fields for crawling and indexing in SearchUnify.
Here's an example: The highlighted area in the image is called sys_id in ServiceNow but its name in SearchUnify is id.
Field Mapping for the incident Object
| Search Field Name | Fields from API Response | Visual Representation at ServiceNow Front-End |
| id | sys_id | |
| short_description | short_description | |
| description | description | |
| post_time | sys_created_on | |
| created_by | sys_created_by | |
| location | location (“full_name”) | |
| resolved_by | resolvedBy (“name”) | |
| problem_id | problemId (“sys_id”) | |
| problem_short_description | problemShortDescription | |
| problem_description | problemDescription | |
| view_href | link | |
| subcategory | subcategory | |
| category | category | |
| additional_comments | additional_comments |
Field Mapping for the knowledge_base_question Object
| Search Field Name | Fields from API Response | Visual Representation at ServiceNow Front-End |
| id | sys_id | |
| question | question | |
| question_detail | question_details | |
| post_time | sys_created_on | |
| created_by | sys_created_by | |
| votes | votes | |
| views | views | |
| knowledgebase_id | kb_knowledge_base (“sys_id”) | |
| comments | comments (has_comment) | |
| accepted_answer | accepted_answer | |
| view_href | link | |
| detailed_answers | detailedAnswers | |
| knowledge_full_category | kb_category | |
| knowledge_label | kb_category | |
| top_answer | top_answer |
Field Mapping for the kb_knowledge_article Object
| Search Field Name | Fields from API Response | Visual Representation at ServiceNow Front-End |
| name | kb_knowledge_base (name) | |
| description | kb_knowledge_base (description) | |
| knowledge_base_id | kb_knowledge_base (sys_id) | |
| post_time | kb_knowledge_base (sys_created_on) | |
| created_by | kb_knowledge_base (sys_created_by) | |
| id | sys_id | |
| knowledge_created_on | sys_created_on | |
| knowledge_created_by | sys_created_by | |
| knowledge_topics | topic | |
| knowledge_text | text | |
| view_href | link | |
| knowledge_full_category | kb_category (full_category) | |
| knowledge_label | kb_category (label) | |
| knowledge_feedback | comments |
