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Set Up the ServiceNow Connector

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

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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 and Knowledge Articles 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.
  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.