Use Service Now As a Content Source

ServiceNow stores tickets and help content. You can connect it with SearchUnify to find three ServiceNow content types quickly: incidents, knowledge articles, and knowledge questions.

PERMISSIONS.

SearchUnify ignores user permissions during searches. Juan can find "Accounts.pdf" in search irrespective of whether he has access to the file or not.

Establish a Connection

1. Click Content Sources, then Add new content source, find ServiceNow, and click Add
2. Select ServiceNow.
3. Give your content source a Name.
4. Enter your ServiceNow instance URL in the Client URL field.
5. Select the content language(s) from the Language dropdown.
6. Select either Basic or OAuth for authentication.
7. If you have selected Basic, then enter your ServiceNow instance user name and password and skip to step 9.

   

8. If you have selected OAuth, then follow the instructions in Prepare Your ServiceNow Instance for OAuth Authentication to generate a Client ID and Client Secret.
9. Paste your ServiceNow Client ID and Client Secret.

   

10. Click Connect, then Allow, and finally Next.

Set Up Crawl Frequency

The first crawl is always manual and is performed after configuring the content source. For now, keep the frequency to its default value Never and click Set and move to the next section.

Select Content Types and Fields for Indexing

1. In the Rules tab, you can click to prevent a content type from being indexed.
2. Use to add, edit, or remove content fields and click Save.
3. Under By Projects, select the knowledge bases that should be indexed and click Save.

First Crawl

Return to the Content Sources screen and click in Actions. The number of indexed documents is updated after the crawl is complete. You can view crawl progress in in Actions. Documentation on crawl progress is in View Crawl Logs.

NOTE 1

Review the settings in Rules if there is no progress in Crawl Logs.

NOTE 2

For Mamba '22 and newer instances, search isn't impacted during a crawl. However, in older instances, some documents remain inaccessible while a crawl is going on.

Once the first crawl is complete, click in Actions open the content source for editing, and set a crawl frequency.

1. In Choose a Date, click to fire up a calendar and select a date. Only the data after the selected date is indexed.

   

2. Use the Frequency dropdown to select how often SearchUnify should index the data. For illustration, the frequency has been set to Weekly and Tuesday has been chosen as the crawling day. Whenever the Frequency is other than Never, a third dropdown appears where you can specify the interval. Also, whenever Frequency is set to Hourly, then manual crawls are disabled.

   

3. Click Set to save crawl frequency settings. On clicking Set, you are taken to the Rules tab.

   

Remove Deleted Data from Index

ServiceNow doesn't provide APIs for deleted incidents. As a result, users often find deleted incidents in search results which mars experience. Creating a webhook helps resolve this issue by creating an event subscription for deleted incidents. It means that whenever an incident is deleted from ServiceNow, it is removed from the SearchUnify index as well and users don't see deleted incidents in search results.

1. Log into your ServiceNow instance. Navigate to All > Incident > Open.

   

2. Click button, select Configure, and then open Business Rules.

   

3. Click New to create a new business rule (webhook). Name the rule and check Advanced.

   

4. Scroll down, check Delete tick and switch to Advanced.

   

5. Add the script and a unique URL, both to be provided by the SearchUnify team, to Script.

   

6. Once you have added the details, click Submit to create the webhook.