Service Now

Connect your Service Now Knowledge Base with KAI

need : Your Service Now admin

We will use the knowledge base api rest method to connect to your knowledge base

1

Activate the Knowledge API module (free)

Here the link to activate the module : https://store.servicenow.com/store/app/2d6d23261b646a50a85b16db234bcb49#linksAndDocuments

2

Create a service account

Create a service account on Service Now admin panel : https://www.servicenow.com/community/in-other-news/user-account-or-service-account-what-to-use-for-web-service/ba-p/2286977

3

Retrieve the KB ID of the knowledge base you want to index into KAI

In the nav bar (left menu), open the knowledge bases, you will see all knowledge base you have created.

Click on the knowledge base you want to connect.

The url of the opened page will be formated like that : https://kai-test.service-now.com/kb_knowledge_base.do?sys_id=xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

Your KB ID will be : xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

4

Retrieve your service now domain

If your url look like that : https://kai-test.service-now.com/xxx

Your domain will be : kai-test.service-now.com

Final output :

• domain : the domain retrieved on step 4

• user : the user of the service account generated on step 2

• password : the password of the service account generated on step 2

• kb_id: the id of the knowledge base you want to index on KAI retrieved on step 3