Datasources
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      ServiceNow Datasource

      Configure and manage the synchronization between ServiceNow content and Paradigm

      Prerequisites

      A working ServiceNow instance is required, with the following elements:

      • Instance URL

      • Credentials

        • username
        • password
        • client ID
        • client secret

      Setup guide

      The ServiceNow connector supports basic authentication (not recommended in production) and OAuth authentication.

      Username and password are given at the instance creation, and they only allow basic authentication.

      To set up and enable the OAuth authentication, a client ID and client secret are necessary.

      Generate credentials for OAuth in ServiceNow

      1. In the ServiceNow instance, navigate to System OAuth > Application Registry

      image (15)

      1. Create a new entry by selectionning “Create an OAuth API endpoint for external clients”
      2. Name it and save it
      3. Click on the newly created OAuth application to retrieve the client ID and client secret

      Create a new Datasource in Paradigm admin

      1. Navigate to the DATASOURCES section in your Paradigm admin interface
      2. Create a new Datasource with Datasource type = ServiceNow
      3. Select the Company you would like to associate the Datasource to
      4. Fill in the instance url field (e.g. https://dev280517.service-now.com)
      5. Add your credentials:
        • username: your ServiceNow tenant username
        • password: your ServiceNow tenant password
        • client id: your OAuth application client ID (recommended)
        • client secret: your OAuth application client secret (recommended)
      6. Save the Datasource
      7. From now on, you can click on the “Test connection” button at the upper right of the Datasource detail page to check if the ServiceNow is accessible
      8. In case of a failed health check, please review your credentials. If the problem persists, do not hesitate to contact the development team

      Create a new Import configuration

      1. On the newly created Datasource, you can add a new Import in the “IMPORTS” section
      2. Add a new filter in the Filter criteria field, by completing the key/value inputs. For instance, to retrieve knowledge articles, fill in doc_type as key and knowledge as value
      3.  💡At least one filter is required → doc_type It is necessary to identify what type of records are to be synchronized in this import
      4. Other filters can be selected for the import, to narrow the documents selection
      5. Select the Workspace where the documents will be synchronized in your Paradigm application
      6. Select the synchronization frequency between you ServiceNow instance and Paradigm
      7. Adjust the import priority is necessary, relatively to other imports
      8. Save the Datasource
      9. From now on, you can click on the “Trigger import” button at the right of the newly created Import, on the Datasource detail page, to launch a first synchronisation !
      10. Following synchronizations will pursue, with respect to the frequency