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ServiceNow - Amazon Bedrock
Supported featuresAuthentication methodPrerequisitesHow to set up a ServiceNow data source

ServiceNow

ServiceNow is a cloud-based platform for IT service management, knowledge management, and service catalogs. You can connect your ServiceNow instance as a data source for your managed knowledge base to crawl knowledge articles and service catalog items.

Important

ServiceNow data sources don't support document-level access control lists (ACLs). All authenticated users who can query the knowledge base can see all crawled content.

Supported features

With a ServiceNow data source, you can use the following features:

  • Knowledge article (kb_knowledge) and service catalog item (sc_cat_item) crawling, including attachments

  • Automatic detection of common document fields (such as title and author)

  • Incremental content syncs for added, updated, and deleted content, based on the sys_updated_on timestamp

  • OAuth 2.0 Client Credentials (2LO) authentication

Authentication method

To connect a ServiceNow data source, use OAuth 2.0 Client Credentials (2LO) authentication. The connector uses a dedicated ServiceNow service account with no interactive sign-in. It crawls all published knowledge articles and active catalog items that the account can access. For setup steps, see Set up OAuth 2.0 Client Credentials authentication for ServiceNow.

Prerequisites

In ServiceNow, make sure that you complete the following prerequisites:

  • Have a ServiceNow instance running any release with OAuth 2.0 and Table API support, reachable from AWS.

  • Have a ServiceNow user account with the admin role to create the OAuth application, assign roles, and configure API access policies.

  • Have a dedicated service account and OAuth application created and configured for the connector to authenticate with. See Set up OAuth 2.0 Client Credentials authentication for ServiceNow.

In your AWS account, make sure that you complete the following prerequisites:

  • Store your authentication credentials in an AWS Secrets Manager secret and note the Amazon Resource Name (ARN) of the secret.

  • Include the necessary permissions to connect to your data source in your AWS Identity and Access Management (IAM) role/permissions policy for your knowledge base. For information on the required permissions, see Permissions to access your data sources.

How to set up a ServiceNow data source

Setting up a ServiceNow data source involves the following steps:

  1. Set up authentication. Configure the service account and OAuth application in ServiceNow, and store the credentials in AWS. See Set up OAuth 2.0 Client Credentials authentication for ServiceNow.

  2. Connect the data source. Create the ServiceNow data source in the knowledge base using the AWS Management Console or the API. See Connect a ServiceNow data source.

If you run into issues, see Troubleshoot a ServiceNow data source.