Elastic ServiceNow connector reference
editElastic ServiceNow connector reference
editThe Elastic ServiceNow connector is a connector for ServiceNow.
This connector is written in Python using the Elastic connector framework.
View the source code for this connector (branch 8.11, compatible with Elastic 8.11).
Native connector (Elastic Cloud)
editView native connector reference
Availability and prerequisites
editThe ServiceNow connector is available natively in Elastic Cloud since 8.10.0.
To use this connector natively in Elastic Cloud, satisfy all native connector requirements.
Usage
editTo use this connector natively in Elastic Cloud, see Native connectors.
For additional operations, see Using connectors
Compatibility
editThe ServiceNow connector is compatible with the following versions of ServiceNow:
- ServiceNow "Tokyo"
- ServiceNow "San Diego"
- ServiceNow "Rome"
- ServiceNow "Utah"
- ServiceNow "Vancouver"
Configuration
editThe following configuration fields are required to set up the connector:
- ServiceNow URL
- The host URL of the ServiceNow instance.
- Username
- The username of the account used for ServiceNow.
- Password
- The password of the account used for ServiceNow.
- Comma-separated list of services
-
Comma-separated list of services to fetch data from ServiceNow. If the value is
*
, the connector will fetch data from the list of basic services provided by ServiceNow:- User
- Incident
- Requested Item
- Knowledge
-
If you have configured a custom service, the
*
value will not fetch data from the basic services above by default. In this case you’ll need to mention these service names explicitly.Default value is
*
. Examples: -
User, Incident, Requested Item, Knowledge, Change Request
-
*
Documents and syncs
editAll services and records the user has access to will be indexed according to the configurations provided. The connector syncs the following ServiceNow object types:
- Records
- Attachments
- Content of files bigger than 10 MB won’t be extracted.
- Permissions are not synced. All documents indexed to an Elastic deployment will be visible to all users with access to that Elastic Deployment.
Sync rules
editBasic sync rules are identical for all connectors and are available by default.
Advanced sync rules
editA full sync is required for advanced sync rules to take effect.
Advanced sync rules are defined through a source-specific DSL JSON snippet.
The following sections provide examples of advanced sync rules for this connector.
Indexing document based on incident number for Incident service
edit[ { "service": "Incident", "query": "numberSTARTSWITHINC001" } ]
Indexing document based on user activity state for User service
edit[ { "service": "User", "query": "active=False" } ]
Indexing document based on author name for Knowledge service
edit[ { "service": "Knowledge", "query": "author.nameSTARTSWITHSystem Administrator" } ]
Known issues
editThere are no known issues for this connector. Refer to Known issues for a list of known issues that impact all connectors.
Troubleshooting
editSee Troubleshooting.
Security
editSee Security.
Content extraction
editSee Content extraction.
Connector client (self-managed)
editView connector client reference
Availability and prerequisites
editThe ServiceNow connector was introduced in Elastic version 8.9.0. This connector is available as a self-managed connector client. To use this connector as a connector client, satisfy all connector client requirements.
Usage
editSelf-manage this connector
Because this client is available as a native connector, you’ll first need to convert to a connector client in the Kibana UI. This action is irreversible. Use the Convert connector button on the right-hand side of the configuration page.
To use this connector as a connector client, use the Customized connector workflow.
Compatibility
editThe ServiceNow connector is compatible with the following versions of ServiceNow:
- ServiceNow "Tokyo"
- ServiceNow "San Diego"
- ServiceNow "Rome"
- ServiceNow "Utah"
- ServiceNow "Vancouver"
Configuration
editWhen using the connector client workflow, initially these fields will use the default configuration set in the connector source code.
These are set in the get_default_configuration
function definition.
These configurable fields will be rendered with their respective labels in the Kibana UI. Once connected, you’ll be able to update these values in Kibana.
The following configuration fields are required to set up the connector:
-
url
- The host url of the ServiceNow instance.
-
username
- The username of the account for ServiceNow.
-
password
- The password of the account used for ServiceNow.
-
services
-
Comma-separated list of services to fetch data from ServiceNow. If the value is
*
, the connector will fetch data from the list of basic services provided by ServiceNow:- User
- Incident
- Requested Item
- Knowledge
-
If you have configured a custom service, the
*
value will not fetch data from the basic services above by default. In this case you’ll need to mention these service names explicitly.Default value is
*
. Examples: -
User, Incident, Requested Item, Knowledge, Change Request
-
*
-
retry_count
-
The number of retry attempts after a failed request to ServiceNow. Default value is
3
. -
concurrent_downloads
-
The number of concurrent downloads for fetching the attachment content. This speeds up the content extraction of attachments. Defaults to
10
. -
use_text_extraction_service
-
Requires a separate deployment of the Elastic Text Extraction Service.
Requires that ingest pipeline settings disable text extraction.
Default value is
False
.
Documents and syncs
editAll services and records the user has access to will be indexed according to the configurations provided. The connector syncs the following ServiceNow object types:
- Records
- Attachments
- Content of files bigger than 10 MB won’t be extracted.
- Permissions are not synced. All documents indexed to an Elastic deployment will be visible to all users with access to that Elastic Deployment.
Deployment using Docker
editYou can deploy the ServiceNow connector as a self-managed connector client using Docker. Follow these instructions.
Step 1: Download sample configuration file
Download the sample configuration file. You can either download it manually or run the following command:
curl https://raw.githubusercontent.com/elastic/connectors/main/config.yml.example --output ~/connectors-config/config.yml
Remember to update the --output
argument value if your directory name is different, or you want to use a different config file name.
Step 2: Update the configuration file for your self-managed connector
Update the configuration file with the following settings to match your environment:
-
elasticsearch.host
-
elasticsearch.api_key
-
connectors
If you’re running the connector service against a Dockerized version of Elasticsearch and Kibana, your config file will look like this:
# When connecting to your cloud deployment you should edit the host value elasticsearch.host: http://host.docker.internal:9200 elasticsearch.api_key: <ELASTICSEARCH_API_KEY> connectors: - connector_id: <CONNECTOR_ID_FROM_KIBANA> service_type: servicenow api_key: <CONNECTOR_API_KEY_FROM_KIBANA>
Using the elasticsearch.api_key
is the recommended authentication method. However, you can also use elasticsearch.username
and elasticsearch.password
to authenticate with your Elasticsearch instance.
Note: You can change other default configurations by simply uncommenting specific settings in the configuration file and modifying their values.
Step 3: Run the Docker image
Run the Docker image with the Connector Service using the following command:
docker run \ -v ~/connectors-config:/config \ --network "elastic" \ --tty \ --rm \ docker.elastic.co/enterprise-search/elastic-connectors:8.11.4.0 \ /app/bin/elastic-ingest \ -c /config/config.yml
Refer to DOCKER.md
in the elastic/connectors
repo for more details.
Find all available Docker images in the official registry.
Sync rules
editBasic sync rules are identical for all connectors and are available by default.
Advanced sync rules
editA full sync is required for advanced sync rules to take effect.
Advanced sync rules are defined through a source-specific DSL JSON snippet.
The following sections provide examples of advanced sync rules for this connector.
Indexing document based on incident number for Incident service
edit[ { "service": "Incident", "query": "numberSTARTSWITHINC001" } ]
Indexing document based on user activity state for User service
edit[ { "service": "User", "query": "active=False" } ]
Indexing document based on author name for Knowledge service
edit[ { "service": "Knowledge", "query": "author.nameSTARTSWITHSystem Administrator" } ]
End-to-end Testing
editThe connector framework enables operators to run functional tests against a real data source. Refer to Connector testing for more details.
To perform E2E testing for the ServiceNow connector, run the following command:
$ make ftest NAME=servicenow
Generate performance reports using the following flag: PERF8=yes
.
Toggle test data set size between SMALL, MEDIUM and LARGE with the argument DATA_SIZE=
.
By default, it is set to MEDIUM
.
Users do not need to have a running Elasticsearch instance or a ServiceNow source to run this test. Docker Compose manages the complete setup of the development environment.
Known issues
editThere are no known issues for this connector. Refer to Known issues for a list of known issues that impact all connectors.
Troubleshooting
editSee Troubleshooting.
Security
editSee Security.
Content extraction
editSee Content extraction.