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ServiceNow

The ServiceNow Connector allows you to ingest knowledge from Incidents and Knowledge Articles.

To use the connector, you will need:

  • Username
  • Password
  • Instance name

ServiceNow Admin can provide you with these details. You can ingest only content that your user has read permission for (depending on your user role).

Setting up the ServiceNow connector​

Step 1: Select ServiceNow from Data Sources​

Navigate to the Data Sources section of your project and select "ServiceNow" to add it to your project.

Step 2: Provide Connection Details​

Fill in the required details to connect to your ServiceNow instance. Specifically, you need to provide your username, password and instance name.

Step 3: Select content for ingestion​

Once you provide your connection details, you can go to the next page and select content for Ingestion.

Select Incidents, if you want to sync all Incidents data you have access to.

Select Knowledge Articles to ingest all articles you have access to. Only published articles get synced.

You can further browse and ingest articles under given categories. When selecting a category, all articles in this category will be ingested. Uncategorized articles are under Knowledge Base. In order to ingest uncategorized articles, you need to either ingest the entire Knowledege Base or organize them under a category and select it specifically.

Step 4: Ready to Use​

After the data has been ingested successfully, the data source is now ready to be used in an Agent.