ServiceNow connector V2.0
ServiceNow provides a cloud-based service management system to create and manage
organization-level workflows, such as IT services, ticketing systems, and support. You can use
Amazon Kendra to index your ServiceNow catalogs, knowledge articles, incidents, and
their attachments.
For troubleshooting your Amazon Kendra ServiceNow data source connector, see Troubleshooting data sources.
Supported features
Amazon Kendra ServiceNow data source connector supports the following
features:
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Field mappings
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User access control
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Inclusion/exclusion filters
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Full and incremental content syncs
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ServiceNow instance versions: Rome, Sandiego, Tokyo, Others
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Virtual private cloud (VPC)
Prerequisites
Before you can use Amazon Kendra to index your ServiceNow data source, make
these changes in your ServiceNow and AWS accounts.
In ServiceNow, make sure you have:
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Created a Personal or Enterprise Developer Instance and have a ServiceNow
instance with an administrative role.
-
Copied the host of your ServiceNow instance URL. The format for the host URL you
enter is your-domain.service-now.com. You need your
ServiceNow instance URL to connect to Amazon Kendra.
-
Noted your basic authentication credentials of a user name and password to allow
Amazon Kendra to connect to your ServiceNow instance.
We recommend that you regularly refresh or rotate your credentials
and secret. Provide only the necessary access level for your own security.
We do not recommend that you re-use
credentials and secrets across data sources, and connector versions 1.0 and
2.0 (where applicable).
-
Optional: Configured OAuth 2.0 client credentials that
can identify Amazon Kendra using a user name, password, and a generated client ID, and a
client secret. See ServiceNow documentation on OAuth 2.0 authentication for more information.
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Checked each document is unique in ServiceNow and across other
data sources you plan to use for the same index. Each data source that you
want to use for an index must not contain the same document across the data
sources. Document IDs are global to an index and must be unique per index.
In your AWS account, make sure you
have:
-
Created
an Amazon Kendra index and, if using the API, noted the index
ID.
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Created an IAM role for your data source and, if
using the API, noted the ARN of the IAM role.
If you change your authentication type and credentials, you must
update your IAM role to access the correct AWS Secrets Manager secret ID.
-
Stored your ServiceNow authentication credentials in an
AWS Secrets Manager secret and, if using the API, noted the ARN of the
secret.
We recommend that you regularly refresh or rotate your credentials
and secret. Provide only the necessary access level for your own security.
We do not recommend that you re-use
credentials and secrets across data sources, and connector versions 1.0 and
2.0 (where applicable).
If you don’t have an existing IAM role or secret, you can use the
console to create a new IAM role and Secrets Manager secret when you
connect your ServiceNow data source to Amazon Kendra. If you are using the
API, you must provide the ARN of an existing IAM role and Secrets Manager secret, and an index ID.
Connection instructions
To connect Amazon Kendra to your ServiceNow data source, you must provide the
necessary details of your ServiceNow data source so that Amazon Kendra can access
your data. If you have not yet configured ServiceNow for Amazon Kendra see Prerequisites.
- Console
-
To connect Amazon Kendra to ServiceNow
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Sign in to the AWS Management Console and open the Amazon Kendra console.
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From the left navigation pane, choose Indexes and then choose the index you want to use from the list of indexes.
You can choose to configure or edit your User access control settings under Index settings.
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On the Getting started page, choose Add data source.
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On the Add data source page, choose ServiceNow connector, and then choose Add connector.
If using version 2 (if applicable), choose ServiceNow connector with the "V2.0" tag.
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On the Specify data source details page, enter the following information:
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In Name and description, for Data source name—Enter a name for your data source. You can include hyphens but not spaces.
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(Optional) Description—Enter an optional description for your data source.
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In Default language—Choose a language to filter your documents for the index. Unless you specify otherwise,
the language defaults to English. Language specified in the document metadata overrides the selected language.
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In Tags, for Add new tag—Include optional tags to search and filter your resources or track your AWS costs.
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Choose Next.
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On the Define access and security page, enter the following
information:
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ServiceNow host—Enter the ServiceNow
host URL. The format for the host URL you enter is
your-domain.service-now.com.
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ServiceNow version—Select your
ServiceNow instance version. You can select from Rome, Sandiego, Tokyo,
or Others.
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Authorization—Turn on or off access control list (ACL) information for your
documents, if you have an ACL and want to use it for access control. The ACL specifies which documents that users
and groups can access. The ACL information is used to filter search results based on the user or
their group access to documents. For more information, see User context filtering.
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Authentication—Choose between Basic authentication
and Oauth 2.0 authentication.
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AWS
Secrets Manager secret—Choose an existing secret or create a new
Secrets Manager secret to store your ServiceNow authentication credentials.
If you choose to create a new secret an AWS
Secrets Manager secret window opens. Enter the following information in the
window:
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Secret name—A name for your secret. The prefix
‘AmazonKendra-ServiceNow-’ is automatically added to your secret name.
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If using Basic Authentication—Enter the Secret name,
Username, and Password for your
ServiceNow account.
If using OAuth2.0 Authentication—Enter the Secret
name, Username, Password,
Client ID, and Client Secret you created in
your ServiceNow account.
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Save and add your secret.
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Virtual Private Cloud (VPC)—You can choose to use a VPC. If
so, you must add Subnets and VPC security groups.
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Identity crawler—Specify whether to turn on
Amazon Kendra’s identity crawler. The identity crawler uses the access control list
(ACL) information for your documents to filter search results based on the user or their
group access to documents. If you have an ACL for your documents and choose to use your ACL,
you can then also choose to turn on Amazon Kendra’s identity crawler to configure
user
context filtering of search results. Otherwise, if identity crawler is turned off,
all documents can be publicly searched. If you want to use access control for your documents
and identity crawler is turned off, you can alternatively use the
PutPrincipalMapping
API to upload user and group access information for user context filtering.
-
IAM role—Choose an existing IAM
role or create a new IAM role to access your repository credentials and index content.
IAM roles used for indexes cannot be used for data sources. If you are unsure
if an existing role is used for an index or FAQ, choose Create a new role to avoid
errors.
-
Choose Next.
-
On the Configure sync settings page, enter the following
information:
-
For Knowledge articles, choose from the following options
:
-
Knowledge articles—Choose to index knowledge
articles.
-
Knowledge article attachments—Choose to index
knowledge article attachments.
-
Type of knowledge articles—Choose between
Only public articles and Knowledge articles based on
ServiceNow filter query based on your use case. If you select
Include articles based on ServiceNow filter query, you
must enter a Filter query copied from your ServiceNow
account. Example filter queries include:
workflow_state=draft^EQ,
kb_knowledge_base=dfc19531bf2021003f07e2c1ac0739ab^text
ISNOTEMPTY^EQ,
article_type=text^active=true^EQ.
If you choose to crawl Only public articles, Amazon Kendra crawls only knowledge articles assigned a public access role in
ServiceNow.
-
Include articles based on short description
filter—Specify regular expression patterns to include or exclude
specific articles.
-
For Service catalog items:
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Service catalog items—Choose to index service catalog
items.
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Service catalog item attachments—Choose to index
service catalog item attachments.
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Active service catalog items—Choose to index active
service catalog items.
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Inactive service catalog items—Choose to index
inactive service catalog items.
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Filter query—Choose to include service catalog items
based on a filter defined in your ServiceNow instance. Example filter queries
include:
short_descriptionLIKEAccess^category=2809952237b1300054b6a3549dbe5dd4^EQ,
nameSTARTSWITHService^active=true^EQ.
-
Include service catalog items based on short description
filter—Specify a regex pattern to include specific catalog
items.
-
For Incidents:
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Incidents—Choose to index service incidents.
-
Incident attachments—Choose to index incident
attachments.
-
Active incidents—Choose to index active
incidents.
-
Inactive incidents—Choose to index inactive
incidents.
-
Active incident type—Choose between All
incidents, Open incidents, Open -
unassigned incidents, and Resolved incidents
depending on your use case.
-
Filter query—Choose to include incidents based on a
filter defined in your ServiceNow instance. Example filter queries include:
short_descriptionLIKETest^urgency=3^state=1^EQ,
priority=2^category=software^EQ .
-
Include incidents based on short description
filter—Specify a regex pattern to include specific incidents.
-
For Additional configuration:
-
ACL information—Access control lists for entities you
have selected are included by default. Deselecting an access control list will make
all files in that category public. ACL options are automatically deactivated for
entities not selected. For public articles ACL is not applied.
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For Maximum file size – Specify the file size limit
in MBs that Amazon Kendra will crawl. Amazon Kendra will crawl only the files within the size limit
you define. The default file size is 50MB. The maximum file size should be greater
than 0MB and less than or equal to 50MB.
-
Attachment regex patterns—Add regular expression
patterns to include or exclude certain attached files of catalogs, knowledge articles,
and incidents. You can add up to 100 patterns.
-
Sync mode—Choose how you want to update
your index when your data source content changes. When you sync your
data source with Amazon Kendra for the first time, all content
is crawled and indexed by default. You must run a full sync of your
data if your initial sync failed, even if you don't choose full sync
as your sync mode option.
-
Full sync: Freshly index all content, replacing existing
content each time your data source syncs with your index.
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New, modified, deleted sync: Index only new, modified,
and deleted content each time your data source syncs with
your index. Amazon Kendra can use your data source's
mechanism for tracking content changes and index content
that changed since the last sync.
-
In Sync run schedule, for
Frequency—Choose how often
to sync your data source content and update your index.
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Choose Next.
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On the Set field mappings page, enter the following
information:
-
Default field mappings—Select from
the Amazon Kendra generated default data source fields that you want to map to your
index.
-
Add field—To add custom data source fields to create an
index field name to map to and the field data type.
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Choose Next.
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On the Review and create page, check that
the information you have entered is correct and then select
Add data source. You can also choose to edit your information from this page.
Your data source will appear on the Data sources page after the data source has been
added successfully.
- API
-
To connect Amazon Kendra to
ServiceNow
You must specify a JSON of the data source schema using the TemplateConfiguration API. You must provide the following information:
-
Data
source—Specify the data source type as
SERVICENOWV2 when you use the TemplateConfiguration JSON
schema. Also specify the data source as
TEMPLATE when you call
the CreateDataSource API.
-
Host URL—Specify the ServiceNow host
instance version. For example,
your-domain.service-now.com.
-
Authentication type—Specify the type of authentication
you use, whether basicAuth or OAuth2 for your ServiceNow
instance.
-
ServiceNow instance version—Specify
the ServiceNow instance you use, whether Tokyo,
Sandiego, Rome, or Others.
-
Sync mode—Specify
how Amazon Kendra should update your index when your data source
content changes. When you sync your data source with Amazon Kendra
for the first time, all content is crawled and indexed by default.
You must run a full sync of your data if your initial sync failed,
even if you don't choose full sync as your sync mode option. You can
choose between:
-
FORCED_FULL_CRAWL to freshly index all content,
replacing existing content each time your data source syncs with
your index.
-
FULL_CRAWL to index only new, modified, and deleted
content each time your data source syncs with your index. Amazon Kendra
can use your data source’s mechanism for tracking content changes and
index content that changed since the last sync.
-
Secret Amazon Resource Name (ARN)—Provide the
Amazon Resource Name (ARN) of a Secrets Manager secret that contains the authentication
credentials you created in your ServiceNow account.
If you use basic authentication, the secret is stored in a JSON structure with
the following keys:
{
"username": "user name",
"password": "password"
}
-
If you use OAuth2 client credentials, the secret is stored in a JSON structure with
the following keys:
{
"username": "user name",
"password": "password",
"clientId": "client id",
"clientSecret": "client secret"
}
-
IAM role—Specify RoleArn
when you call CreateDataSource to provide an IAM role with permissions to access
your Secrets Manager secret and to call the required public
APIs for the ServiceNow connector and Amazon Kendra.
For more information, see IAM roles for ServiceNow
data sources.
You can also add the following optional features:
-
Virtual Private Cloud
(VPC)—Specify
VpcConfiguration when you call CreateDataSource.
For more information, see Configuring Amazon Kendra to use an Amazon VPC.
-
Inclusion and exclusion filters—You can specify
whether to include or exclude certain attached files using the file names and the file
types of knowledge articles, service catalogs, and incidents.
Most data sources use regular expression patterns,
which are inclusion or exclusion patterns referred to as filters.
If you specify an inclusion filter, only content that
matches the inclusion filter is indexed. Any document that
doesn’t match the inclusion filter isn’t indexed. If you
specify an inclusion and exclusion filter, documents that
match the exclusion filter are not indexed, even if they
match the inclusion filter.
-
Specific documents to
index—You can use a ServiceNow
query to specify the documents you want from one or more
knowledge bases, including private knowledge bases. Access
to the knowledge bases is determined by the user that you
use to connect to the ServiceNow instance. For more
information, see Specifying
documents to index with a query.
-
Indexing parameters—You can also choose to
specify whether to:
-
Index knowledge articles, service catalogs, and incidents or all of these. If you
choose to index knowledge articles, service catalog items and incidents, you must
provide the name of the ServiceNow field that is mapped to the index document
contents field in the Amazon Kendra index.
-
Index attachments to knowledge articles, service catalog items and
incidents.
-
Include knowledge articles, service catalog items and incidents based on the
short description filter pattern.
-
Choose to filter active and inactive service catalog items and incidents.
-
Choose to filter incidents based on incident type.
-
Choose which entities should have their ACL crawled.
-
You can use a ServiceNow query to specify the documents you want from one
or more knowledge bases, including private knowledge bases. Access to the knowledge
bases is determined by the user that you use to connect to the ServiceNow
instance. For more information, see Specifying documents to index with a
query.
-
Identity crawler—Specify whether to turn on
Amazon Kendra’s identity crawler. The identity crawler uses the access control list
(ACL) information for your documents to filter search results based on the user or their
group access to documents. If you have an ACL for your documents and choose to use your ACL,
you can then also choose to turn on Amazon Kendra’s identity crawler to configure
user
context filtering of search results. Otherwise, if identity crawler is turned off,
all documents can be publicly searched. If you want to use access control for your documents
and identity crawler is turned off, you can alternatively use the
PutPrincipalMapping
API to upload user and group access information for user context filtering.
-
Field mappings—Choose to map your ServiceNow
data source fields to your
Amazon Kendra index fields. For more information, see
Mapping data
source fields.
The document body field or the document body equivalent for your documents is required
in order for Amazon Kendra to search your documents. You must map your document body
field name in your data source to the index field name _document_body. All other
fields are optional.
For a list of other important JSON keys to configure, see ServiceNow template schema.
Learn more
To learn more about integrating Amazon Kendra with your ServiceNow data
source, see:
