IMPORTANT: No additional bug fixes or documentation updates will be released for this version. For the latest information, see the current release documentation.

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Connecting ServiceNow

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Connecting ServiceNow

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ServiceNow is a cloud-based IT Service Management (ITSM) platform focusing on workflow automation and internal organizational support. The ServiceNow connector provided with Workplace Search automatically captures, syncs and indexes the following items:

Users	Members of the ServiceNow platform associated to Incidents and other items, with associated email and activity data
Incidents	With associated ID, description, activity data and priority
Request Items	With associated ID, description, cost-related attributes, approval status, and activity data
Knowledge Articles	Including article content, topic and activity data

Configuring the ServiceNow Connector

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Configuring the ServiceNow connector is the first step prior to connecting the ServiceNow service to Workplace Search, and requires that you create an OAuth App from the ServiceNow platform. To get started, first log in to ServiceNow and access your administrative dashboard:

Step 1. Use the search bar on the left-hand side to search for Application Registry:

Figure 86. Connecting ServiceNow

Step 2. We will need a new application. Click the New button:

Figure 87. Connecting ServiceNow

Step 3. A trio of text links appears. Select Create an OAuth API endpoint for external clients:

Figure 88. Connecting ServiceNow

Step 4. Next, provide a name for the application. Then add the Workplace Search OAuth redirect URL for your deployment.

Step 5. Once the information has been properly entered, click Submit.

Figure 89. Connecting ServiceNow

The app is created, and we may now retrieve the Client ID and Client Secret. Find your app within the list and access it:

Figure 90. Connecting ServiceNow

Step 6. From the Workplace Search administrative dashboard’s Sources area, locate ServiceNow and provide both the Client ID and Client Secret. Voilà! The ServiceNow connector is now configured, and ready to be used to synchronize content. In order to capture data, you must now connect a ServiceNow instance with the adequate authentication credentials.

Connecting ServiceNow to Workplace Search

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Once the ServiceNow connector has been configured, you may connect a ServiceNow instance to your organization.

Step 1. Head to your organization’s Workplace Search administrative dashboard, and locate the Sources tab.

Step 2. Click Add a new source.

Step 3. Select ServiceNow in the Configured Sources list, and follow the ServiceNow authentication flow as presented.

You will need your ServiceNow Base URL (or instance URL), which should look like this:

https://[your subdomain].service-now.com

For security reasons, the Base URL cannot be a localhost URL. Disable this localhost check for your Workplace Search deployment, including ServiceNow configurations, with workplace_search.content_source.localhost_base_urls.enabled:true.

Step 4. Upon the successful authentication flow, you will be redirected to Workplace Search, and your organization’s ServiceNow content will now be captured and will be ready for search gradually as it is synced. Once successfully configured and connected, the ServiceNow synchronization automatically occurs every 2 hours.

Synchronized fields

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The following table lists the fields synchronized from the connected source to Workplace Search. The attributes in the table apply to the default search application, as follows:

Display name - The label used when displayed in the UI
Field name - The name of the underlying field attribute
Faceted filter - whether the field is a faceted filter by default, or can be enabled (see also: Customizing filters)
Automatic query refinement preceding phrases - The default list of phrases that must precede a value of this field in a search query in order to automatically trigger query refinement. If "None," a value from this field may trigger refinement regardless of where it is found in the query string. If '', a value from this field must be the first token(s) in the query string. If N.A., automatic query refinement is not available for this field by default. All fields that have a faceted filter (default or configurable) can also be configured for automatic query refinement; see also Update a content source, Get a content source’s automatic query refinement details and Customizing filters.

Display name	Field name	Faceted filter	Automatic query refinement preceding phrases
Id	`id`	No	N.A.
URL	`url`	No	N.A.
Title	`title`	No	N.A.
Type	`type`	Default	None
Last updated	`last_updated`	No	N.A.
Updated at	`updated_at`	No	N.A.
Number	`number`	No	N.A.
State	`state`	Configurable	[`with state`, `state is`, `in state`, `''`]
Priority	`priority`	Default	[`with priority`, `priority is`]
Impact	`impact`	Configurable	[`with impact`, `impact is`]
Urgency	`urgency`	Configurable	[`with urgency`, `urgency is`]
Closed at	`closed_at`	No	N.A.
Opened at	`opened_at`	No	N.A.
Body	`body`	No	N.A.
Assigned to	`assigned_to`	Default	[`assigned to`]
Created by	`created_by`	Default	[`creator is`, `created by`, `edited by`, `modified by`]
Opened by	`opened_by`	Configurable	N.A.
Closed by	`closed_by`	Configurable	N.A.
Resolved by	`resolved_by`	Configurable	N.A.
Status	`status`	Default	[`with status`, `status is`, `in state`, `''`]
Email	`email`	Configurable	N.A.
Username	`username`	Configurable	N.A.
Price	`price`	No	N.A.
Recurring price	`recurring_price`	No	N.A.
Approval	`approval`	Configurable	N.A.
Quantity	`quantity`	No	N.A.
Article type	`article_type`	Configurable	N.A.
Topic	`topic`	No	N.A.
Published at	`published_at`	No	N.A.

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