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. All indexed files can be search by all users.

PREREQUISITES.

A user must have admin access to crawl ServiceNow objects including, incidents, knowledge_base_questions, and knowledge_base_articles.

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.

  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. In Choose A Date, select a date to start crawling; the data created after the selected date will be crawled. 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

In the Rules tab, you can see the three ServiceNow objects - incident, knowledge_base_questions, and knowledge_base_articles.

  1. In the Rules tab, you can find three ServiceNow objects: incidents, knowledge_base_questions, and knowledge_base_articles.
  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.

After the 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.

Data Deletion and SU Index

All the data deleted from ServiceNow is removed from the SearchUnify index within 6 days (kNowledge_baSe_queStion and kNowledge_baSe_article) or 7 days (incident ).