ServiceNow Knowledge Ingestion
ServiceNow Connector Overview
This document focuses only on the ingestion of the Knowledge Articles from ServiceNow. Aisera’s ServiceNow connector uses the ServiceNow REST API to pull records from ServiceNow.
Prerequisites
To pull records from ServiceNow, you need to create an Aisera Service User account that needs Read-only access to the following tables, or that can log into your ServiceNow system and pull data from the pre-mapped fields. Your Aisera team will work with clients to get the required permissions for the below table in ServiceNow.
“Knowledge” (
kb_knowledge)
Create a ServiceNow Integration
To ingest KB articles from ServiceNow, you will have to first create an Integration with ServiceNow.
Click on Settings > Integrations > New Integration.
Search for ServiceNow as shown below and click Next.
Enter the Configuration details:
Name - Enter the name you want to give to the integration
Endpoint - Enter the ServiceNow URL that you want to connect to
Live API agent - Select the version of the ServiceNow instance
Public - Determines whether the integration can be used outside the firewall. If not, uncheck and use Remote Executor to pull the records
Description - Mention the details for the integration you want to configure
Click Next.
Authentication Types
Aisera’s ServiceNow connector can be configured to connect to the ServiceNow endpoint in one of two ways:
a. Basic
b. OAuth
These methods are described below.
Basic Auth
Reach out to the ServiceNow administrator to get the Username and password.
Basic Auth Details
Endpoint
Enter ServiceNow URL
Username
Enter the ServiceNow UserName
Password
Enter the ServiceNow Password
OAuth Integration
Reach out to the ServiceNow administrator to get below details.
OAuth Detail
Endpoint
ServiceNow URL to connect to
Authorization URL
Note the ServiceNow URL of the ServiceNow Instance
Client Id
Note the Client Id of the ServiceNow Instance
Client Secret
Note the Client Secret of the ServiceNow Instance
Access Token URL
Note the Access token URL of the ServiceNow Instance
Note - To generate credentials to use the OAuth2 authorization flow, SNOW administrator can follow the steps below:
Login to your SNOW instance
Go to the Application registry
Click the new button on the upper right and select Create an OAuth API endpoint for external clients
You must provide a name, and a redirect URL and adjust access token and refresh token lifespans as per your needs (values are in seconds). Also, the active flag must be checked. Ask the Aisera team for the redirect URL.
Click submit and note down Client ID and Client Secret. If the Client Secret is hidden click the lock button on its right to reveal.
Create a ServiceNow Data Source
Click on Settings > DataSource > + New Data Source.
Search for ServiceNow.
Enter the Configuration details
Name - Enter the name to be given to the Data Source
Type - Enter the Type i.e. Downstream or Upstream.
Integration - Select the Integration created from the drop-down list.
Functions - Select the Knowledge Base Learning to ingest KB articles from SNOW.
Schedule - Select the schedule of the DS you want it to run.
Public Domain - Enter the public domain. If a data source is marked with a public domain name, any KB ingested from DS will come up as a hint to a related question to the bot.
Description - Enter the description you want to give to the Data Source.
Click Next. The other options in the configuration are optional. Use these additional options to override the default ingestion process, format, or parameters.
Additional Configuration Parameters (used to override):
Incident Table - If the customer has Incidents stored in the custom table, mentioned that table name here.
Topic - This field is deprecated and will be soon removed from the UI.
Custom Headers - This field is used by generic connectors and can be ignored.
Custom Script - This field is used to transform the content while ingesting within the Aisera. From the example, you can see that the “short description” is being transformed.
Additional Query Parameters - This field is used to ingest additional attributes that are not part of the OOTB connector query.
Download Attachments - When checked, if the ingested documents have attachments, they will be ingested too.
Attachment URI - This field is deprecated and will be removed from UI. This can be ignored for now.
Join Tables - This is a versatile JSON configuration that allows us to associate additional tables with the content types we're ingesting. Depending on the specified relationships, we have the flexibility to join and incorporate data from any desired table into the table we are currently ingesting.
Event Type - This field is deprecated and will be soon removed from the UI
By Pass Test Connection - If checked, the connector will not perform the test connection. In case the entered credentials are wrong, you may not get good error messages. Hence, it is advised to have it unchecked.
Custom Query - The query entered here acts as a filter to the OOTB connector query. This is used
when only the KB articles/tickets of certain departments are to be ingested. For example,
kb_knowledge_base=00893fdedefae154b89fe7dcd396191f would ingest the knowledge
base with the sys_id that equals 00893fdedefae154b89fe7dcd396191f.
Transformation Script - This option is generally used by Webhooks and can be ignored for now. We already have Custom Script above to do the transformation.
After you're finished with Configuration parameters, click Next and OK.
Run the Data Source job to ingest KB articles from ServiceNow.
Refresh the page and you will see the Data Source running.
How to Review Crawled Knowledge Documents
After the DataSource run is completed post step 4, the administrator may then review all of the knowledge documents and sections that have been ingested.
To view all of the ingested documents:
Navigate to AI Workbench on the left-hand main navigation panel.
Click the Review > Knowledge Review tab at the top of the page, as shown below:
You will see Commit Reviewed and the number of documents that have been ingested.
If this is the first crawl, all the documents are in Reviewed status by default. (Refer to the Knowledge Management document for more details)
Click on Commit Reviewed and click Commit.
Now, click on the Knowledge Tab in the left panel and you will see all the ingested documents. (It might take a couple of minutes to show/load the docs in the knowledge tab).
Last updated