Introduction

The ServiceNow connector for Glean allows Glean to fetch and index content from Knowledge Articles, Service Catalog items, ITSM incidents, APM Business Applications and SPM demands, Epics and Projects ensuring that users can search for and access documents for which they have authorized permissions.

  • Authentication: is done by creating a dedicated user account with specified permissions and profiles
  • API Usage: Glean will use the Table API and then Scripted REST API for advanced user criteria
  • Permissions Enforcement: Glean respects all user access permissions, ensuring users only see search results for documents they have access to. When a user clicks on a search result, they are taken to the ServiceNow web application, which enforces the permission
  • Data Storage: All data is stored in the customer’s project within the customer’s cloud account, ensuring no data leaves the customer’s environment

Content Captured:

For ServiceNow, Glean will capture the following content:

  • Knowledge Articles
  • Service Catalog

With additional permissions and configuration, Glean will capture the following content:

  • ITSM
  • APM
  • SPM

ServiceNow Permissions

  • Admin access to setup the connector
  • Admin access for the Service Account is preferred (Custom role can be defined)

Disclaimer: Please be advised that Glean does not recommend utilizing a ServiceNow account associated with an employee. If the employee departs from the company or if the account becomes disabled, it will adversely affect access to data sources.

Versions Supported

There are no specific version limitations of the ServiceNow connector.

Objects Supported

Knowledge articles:

  • knowledge base
  • short description
  • workflow state
  • created by
  • description
  • knowledge base category
  • view count
  • custom fields (for knowledge articles created from custom templates)

Catalog items:

  • title
  • created by
  • short description
  • description
  • catalog category
  • sc_catalogs

ITSM:

  • number
  • short description
  • description
  • comments and work notes
  • state
  • priority
  • impact
  • urgency
  • category
  • assigned to
  • opened by

Authentication Mechanism

Connector credentials requirements

The Service connector for Glean requires specific permissions to function correctly.

  • Glean requires authentication by utilizing a dedicated Service Account and OAuth Application
  • Glean understands all user access permissions and strictly enforces them at the time of the query, ensuring that users cannot see results to which they do not have access.
  • It’s important to note that all data is stored in the customer’s project in the customer’s cloud account, and no data leaves the customer’s environment.
  • Glean only requires READ-level permissions.
RoleUse Case
knowledge_adminRequired to fetch Knowledge Articles. This role allows us to view all Knowledge Articles and Knowledge Bases in the global instance.
user_criteria_adminRequired to fetch user criteria.
user_adminRequired to fetch ServiceNow users
catalog_adminRequired to fetch Catalog items
web_service_adminRequired in advanced setup so that we can access the scripted API
snc_read_onlyEffectively restricts the service account user to readonly
snc_internalRequired to allow access to internal resources
itilRequired to fetch ITSM Incidents
sn_apm.apm_userRequired to fetch APM Business Applications
it_project_userRequired for SPM Projects
it_demand_userRequired for SPM Demands
scrum_userRequired for SPM Epics
safe_scrum_userRequired for SPM Epics