Compatible with Fusion version: 4.0.0 through 5.12.0
The ServiceNow V1 connector ingests records, knowledge articles, incidents, tasks, and other content from your ServiceNow instance into Fusion for search and analysis.
ImportantV1 deprecation and removal noticeStarting in Fusion 5.12.0, all V1 connectors are deprecated. This means they are no longer being actively developed and will be removed in Fusion 5.13.0.The replacement for this connector is in active development at this time and will be released at a future date.If you are using this connector, you must migrate to the replacement connector or a supported alternative before upgrading to Fusion 5.13.0. We recommend migrating to the replacement connector as soon as possible to avoid any disruption to your workflows.
Connector flow

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Prerequisites

Perform these prerequisites to ensure the connector can reliably access, crawl, and index your data. Proper setup helps avoid configuration or permission errors, so use the following guidelines to keep your content available for discovery and search in Fusion. ServiceNow access requires a user account with the appropriate permissions:
  • Authentication using basic authentication with username and password. If using OAuth, set it up in ServiceNow’s Application Registry.
  • Access to target tables such as incident or kb_knowledge.
  • Read permissions on required fields.
  • Allow REST API access with the following permissions:
    • rest_api_explorer needed for Table API.
    • snc_platform_rest_api_access if only granting access for specific instances.
    • read access.
Before using the connector, confirm the user can access the ServiceNow REST API using curl -u USERNAME:PASSWORD "\https://company.service-now.com/api/now/table/incident?sysparm_limit=1". You should get a JSON response with a record.

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Authentication

Setting up the correct authentication according to your organization’s data governance policies helps keep sensitive data secure while allowing authorized indexing. ServiceNow uses OAuth 2.0 for the client credentials flow with token endpoint. You will need the following in Fusion:
  • ServiceNow Instance URL
  • ServiceNow username
  • ServiceNow password
  • OAuth application Client ID
  • OAuth application Client Secret

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Create a user account in ServiceNow

Make sure the account has the following:
  1. API access with a recommended role of rest_api_explorer.
  2. Read access to the desired tables, such as kb_knowledge or incident

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Register a new application in ServiceNow

  1. Go to: System OAuth > Application Registry.
  2. Click New > Create an OAuth API endpoint for external clients and fill in:
    1. Name
    2. Client ID (this can be auto-generated or custom)
    3. Client secret
    4. Redirect URI (this is not required in Fusion, so you can enter any URI)
  3. Assign scopes:
    1. Ensure your client has scopes like table.*.read for the required tables.
  4. Test access:
curl -X POST "\https://INSTANCE_NAME.service-now.com/OAUTH_TOKEN.do" \
  -d "grant_type=CLIENT_CREDENTIALS&client_id=CLIENT_ID&client_secret= CLIENT_SECRET&redirect_uri=REDIRECT_URI"

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Additional resources

ServiceNow records are stored in named tables.

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Configuration

The account used to crawl needs to have the personalize_dictionary role in addition to READ access to the following System Tables:
  • Crawl
    • sys_dictionary
    • sys_glide_object
    • sys_db_object
  • Recrawl
    • sys_audit_delete
  • Sec trimming:
    • sys_security_acl_role
    • sys_group_has_role
    • sys_user_grmember
    • sys_user_has_role
When entering configuration values in the UI, use unescaped characters, such as \t for the tab character. When entering configuration values in the API, use escaped characters, such as \\t for the tab character.