Author: Karthikeyan Malaisamy
Introduction
Microsoft has built a suite of ServiceNow Graph Connectors to connect and discover valuable enterprise data in workplace experiences powered by Microsoft Graph. The Graph Connectors are designed to selectively index content, adhere to security permissions, and continuously update the index with the latest changes in ServiceNow. You can also combine content from various ServiceNow entities into a single vertical.
ServiceNow Graph Connectors
There are three Graph Connectors to index ServiceNow content into Microsoft Graph. ServiceNow Knowledge Connector allows to index knowledge articles used for self-serve user’s queries in an organization. ServiceNow Catalog connector can index service catalog items to request goods like a laptop or services like password reset. ServiceNow Tickets is a brand-new addition to Microsoft built Graph Connectors for ServiceNow. With Tickets connector, you can index case management entities from various tables like incidents, problems, change requests. Let us take a closer look at the capabilities of these Connectors.
Selectively index content
All the ServiceNow Connectors allow you to selectively index content from data source. The Connectors will select a default set of properties and allow you to select additional properties to meet your needs.
You may have retired knowledge articles in archive or there is an organization-wide access to a knowledge base. ServiceNow query string got you covered. Simply create a “query string” from ServiceNow and put it on the connection configuration wizard. Voila! You can now preview the results to make sure your query string is applied. The Connector will always ensure it is crawling content that is meeting the query string criteria.
Additionally, ServiceNow Tickets connector allows you to select the type of tickets you want to index. You can choose to index only incident tickets or change requests by selecting the table in select properties screen.
Secure your content
Enterprise content will most often be restricted to a set of users or groups. Microsoft supports access permissions for all content indexed from ServiceNow connectors. In ServiceNow, user criteria allows to control accessing knowledge and catalog items. Microsoft Graph Connectors support user criteria permissions without advanced scripts. For Tickets Connector, only the users in assigned to and opened by properties will get access to ticket items.
Combine content from various entities
Once you create more than one ServiceNow connection, you may want to combine them into a single vertical. This helps search users to find all the relevant ServiceNow content in the same place. Microsoft Search customization helps to make enterprise search uniquely yours. You can combine more than one connection under available connections.
Once configured, all the ServiceNow connections can be discovered under a single vertical.
How to get started?
ServiceNow Knowledge and Catalog Graph Connectors are already Generally Available (GA) for all M365 commercial tenants. Head to Search & intelligence section in M365 admin center to get started. ServiceNow Tickets connector is currently in private preview targeting a GA launch during the last week of September 2022. If you want to enroll in a private preview. Signup using this form.
Check out our product documentation:
ServiceNow Catalog Microsoft Graph connector | Microsoft Docs
ServiceNow Knowledge Microsoft Graph connector | Microsoft Docs
ServiceNow Tickets Microsoft Graph connector | Microsoft Docs
Write to us if you have any questions or feedback - MicrosoftGraphConnectorsFeedback@service.microsoft.com