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Synced Objects

ServiceNow supports the following Synced Objects:
  • Files: Syncs knowledge base articles from ServiceNow.
  • Tickets: Syncs tickets from ServiceNow.
  • Permissions: Syncs knowledge base and article read and contribute permissions.

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Files

Send a request to Enable Sync to start a file sync of knowledge base articles from ServiceNow.
Example
Configuration options:
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string
A ServiceNow Knowledge Base ID to limit the Sync scope to articles within a specific knowledge base.If not specified, the Sync will ingest articles from all available knowledge bases.

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Permissions

Knowledge base article syncs include a Permissions sync that maps ServiceNow access controls into the Permissions API. Permissions are indexed automatically as files are processed. The following ServiceNow access controls are supported:
  • Knowledge base and article user criteria (can read, cannot read, can contribute, cannot contribute)
  • Legacy article roles (roles, author, manager)
  • Ownership groups when glide.knowman.ownership_group.enabled is true
  • Article-level user criteria when glide.knowman.apply_article_read_criteria is true
  • Group, role, department, location, and company memberships resolved from sys_user
Deny rules take precedence over allow rules. Advanced scripted criteria and custom criteria fields are not evaluated: unknown allow criteria grant no access, and unknown deny criteria block all access. User identity: Users are identified by their ServiceNow email address (sys_user.email). Pass this value as the user when calling Check Access, Batch Check Access, or List Objects. If email is empty, user_name is used when it is formatted as an email address. Users without a resolvable email are omitted from the permission model. Required access: The connected ServiceNow account must have read access to:
  • Knowledge base permission M2M tables (kb_uc_can_read_mtom, kb_uc_cannot_read_mtom, kb_uc_can_contribute_mtom, kb_uc_cannot_contribute_mtom)
  • user_criteria and its membership tables
  • sys_user, sys_user_grmember, sys_user_has_role, and related group, role, department, location, and company tables
  • The glide.knowman.apply_article_read_criteria and glide.knowman.ownership_group.enabled system properties

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Tickets

Send a request to Enable Sync to start a ticket sync.
Example
Configuration options: ServiceNow ticket sync does not require any additional configuration options. The sync will ingest all available tickets from the user’s ServiceNow account.