Issues & support
Set up ServiceNow (ITSM)
Connect ServiceNow to make your records searchable — each row in a table you choose (an incident, a change request, a knowledge article) becomes a document with its description and comment journal, tied to the people it concerns. Read-only.
Before you start
- Use or create a read-only integration user with access to the tables you plan to sync.
- Keep that user's date format on the system default (yyyy-MM-dd) — a custom per-user format garbles the timestamps a sync reads.
- Only reads are ever issued against ServiceNow.
- Documents → ServiceNow, enter the Instance — your address, e.g. your-company.service-now.com (paste it with or without https://).
- Enter the Username and Password for that integration user.
- In Tables, list one table per line — problem, change_request, sc_task, kb_knowledge (your knowledge base) are common additions; blank syncs only incident.
- Choose access groups, Test, then Sync.
What comes in
- Each record becomes a document titled with its number and short description — state, priority, category, who it's assigned to and who opened it all carry over.
- Comments and work notes render under their own headings, so customer-visible replies and staff-only notes stay distinguishable.
- A closed or resolved record keeps its close notes — the resolution — usually the most useful text on the record.
- kb_knowledge rows come in as published knowledge-base articles and rank above ordinary records.
Access
Documents synced from ServiceNow are visible only to the groups chosen when the source is set up — access is allow-only. Some ServiceNow knowledge bases restrict reading by their own user criteria; that restriction is not read here, so an article from a restricted knowledge base syncs under this source's own access settings, not ServiceNow's per-base rules.
Each table is capped at 5,000 records, most recently updated first — records already synced stay searchable past that cap, never treated as deleted. table and row cannot be used as table names — they collide with the assistant's own addressing and are skipped.
Last updated 20 Sep 2026