About the ServiceNow Connector
ServiceNow’s Service Management application replaces email and spreadsheets with collaborative workspaces and automated business services.
The BA Insight ServiceNow enables you to index ServiceNow:
- Knowledge base articles
- Incidents
- Service catalog items
- Request items
- Announcements
Features
- Searchable content types
- Knowledge Bases
- Service Catalogs
- Incidents
- Request items
- Announcements
- Content update
- Full and Incremental crawls supported.
- Attachment retrieval
- Knowledge articles
- Announcements
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Item-level security
Security Consideration
Depending on the security applied to your items in ServiceNow, you may be required to use one of the following to fully honor security:
- Advanced Security Module and Federator product with SharePoint On-Premise
- SmartHub with SharePoint Online
Security
Knowledge Block Support
- Knowledge blocks are not indexed as stand-alone articles
- Articles containing knowledge blocks have HASKBBLOCKS metadata set to "true"
- For articles containing knowledge blocks, META_DESCRIPTION is composed of knowledge blocks + article content.
- The connector respects only article security
Limitations
The ServiceNow connector currently does not support:
- Security features relying on script to grant/deny READ access to users
- ServiceNow Administrators are currently not included in the logic identifying security on items crawls.
- If you want your ServiceNow administrators to have the ability to search any ServiceNow content, add them via ACL scripting, see How to Override Item level Security Using ACL Scripting or Connector Framework.
Audit
- The sys_audit_delete table is used for retrieving deletes.