ServiceNow Connector Overview
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.
| Role | Use Case |
|---|---|
| knowledge_admin | Required to fetch Knowledge Articles. This role allows us to view all Knowledge Articles and Knowledge Bases in the global instance. |
| user_criteria_admin | Required to fetch user criteria. |
| user_admin | Required to fetch ServiceNow users |
| catalog_admin | Required to fetch Catalog items |
| web_service_admin | Required in advanced setup so that we can access the scripted API |
| snc_read_only | Effectively restricts the service account user to readonly |
| snc_internal | Required to allow access to internal resources |
| itil | Required to fetch ITSM Incidents |
| sn_apm.apm_user | Required to fetch APM Business Applications |
| it_project_user | Required for SPM Projects |
| it_demand_user | Required for SPM Demands |
| scrum_user | Required for SPM Epics |
| safe_scrum_user | Required for SPM Epics |