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Set Up the ServiceNow Connector

The ServiceNow Connector allows you to ingest knowledge from your ServiceNow instance, including Incidents, Knowledge Articles, and Contract attachments.

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Prerequisites

To use the ServiceNow Connector, ensure you have the following:
  • ServiceNow User Credentials:
    • Username
    • Password
    • Instance name (your ServiceNow instance URL, e.g., yourcompany.service-now.com)
    • The user account must have read permissions for the Incidents, Knowledge Articles, and Contracts you wish to ingest.
  • ServiceNow Admin Configuration (if not already set up): Your ServiceNow Administrator may need to configure the following:
    • Whitelist Table API: Ensure the Table API (/now/table) is whitelisted to allow Airia to access data.
    • Install Knowledge API Plugin: If not already installed, install the Knowledge API plugin.
    • Whitelist Knowledge Management API: Whitelist the Knowledge Management API (/api/sn_km_api/knowledge).

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Steps

  1. Select ServiceNow Data Source Navigate to the Data Sources section of your project. Click Add data source and select ServiceNow from the available library.
  2. Provide Connection Details Fill in the required details to connect to your ServiceNow instance:
    • Username: Enter your ServiceNow username.
    • Password: Enter your ServiceNow password.
    • Instance name: Enter the name of your ServiceNow instance (e.g., yourcompany.service-now.com).
  3. Select Content for Ingestion After providing your connection details, proceed to the next page to select the content you want to ingest:
    • Incidents: Select this option to sync all Incident data your user has access to.
    • Knowledge Articles: Select this option to ingest all Knowledge Articles your user has access to. Only published articles will be synced.
    • Articles by Category: You can browse and ingest articles under specific categories. When selecting a category, all articles within that category will be ingested.
    • Uncategorized Articles: Uncategorized articles are typically found under a “Knowledge Base.” To ingest them, you must either ingest the entire Knowledge Base or organize them under a specific category and then select that category.
    • Contract Attachments: You can sync the attachments in the Contracts table to allow perform semantic search in documents related to your contracts. In Knowledge graph we will capture the contract Name and ID to store the relationship for further reference.
  4. Monitor Ingestion Status Once you confirm your content selection, the page will refresh to display the ingestion status. You can view the current ingestion status for each item by clicking on the data source again.

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Next Steps

After your data has been successfully ingested, the ServiceNow data source is ready to be used with an Agent.

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How to make the most out of Contract data ingested with Service Now

  1. Add the data source or create a native Airia Vector search tool to perform semantic search in the data source.
  2. Attach to the LLM in the Agent an Airia native tool for Graph DB search and configure it with the name of the data source. This tool will retrive the relation between the semantic search and contract ID allowing you to search by semantic relevance or contract name/ID.
  3. Attach to the LLM custom ServiceNow tools that given the retrived contract ID from the Knowldege graph can further retrieve data from SNOW related tables.