How to Configure the ServiceNow Connector Using Web.config

The web.config file is found at the root level of every BA Insight connector's installation directory.

CAUTION! The file web.config contains settings that are not commonly changed. Make changes to this file with caution.

Inactive Incidents

The ServiceNow connector can crawl inactive incidents. To activate this option, set the "CrawlInactiveIncidents" value in the file web.config to true: <add key="CrawlInactiveIncidents" value="true" />

Paging Size

The ServiceNow connector paging size can be manually adjusted. To adjust the ServiceNow connector paging size, set the following values in the web.config file:

Setting	Description
UserSecurityFields	This setting allows you to return additional user fields during security sync Loads User and Group tables and executes the mapping based on the connector configuration. by adding values to the pre-configured list. `<add key="UserSecurityFields" value="name,employee_number,user_name,sys_id,first_name,email,last_name,middle_name,user_name,active"/>`.
MarkMultiLevelDocuments	This setting allows you to enable Multi-Level documents when the value is set to true. `<add key="MarkMultiLevelDocuments" value="true" />`.
RequestedItemsPerQuery	This setting controls the paging size for Security Map and Retrieving Item details. You can adjust the value based on individual performance. By default, the requested items per query is 500. The maximum number of requested items per query is 10,000. `<add key="RequestedItemsPerQuery" value="500" />`.
EnumerationItemsPerQuery	This setting controls the paging size for full and incremental enumeration. You can adjust the value based on individual performance. By default, the enumeration request items per query is 5000. The maximum number of enumeration request items per query is 10,000.

User Criteria

In ServiceNow, User Criteria is an ability to group users based on certain conditions. For more information, see A deep dive to User Criteria in the ServiceNow documentation. To adjust the ServiceNow user criteria settings, set the following values in the web.config file:

Setting	Description
EvaluateAllUserCriteria	This setting can be used to exclude inactive users from being processed during the user criteria evaluation. `<add key="EvaluateAllUserCriteria" value="false" />`.
ProcessUserCriteriaInParallel	This setting can be used to turn on/off parallel processing for the user criteria evaluation. When turned off, the chance that the ServiceNow connector may time out is reduced. `<add key="ProcessUserCriteriaInParallel" value="true" />`.