> For the complete documentation index, see [llms.txt](https://docs.nexthink.com/platform/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.nexthink.com/platform/configuring_nexthink/bringing-data-into-your-nexthink-instance/integrating-nexthink-with-third-party-tools/inbound-connectors/connector-for-servicenow-knowledge-base.md).
# ServiceNow Knowledge Base connector
The ServiceNow Knowledge Base connector provides a secure and configurable integration with ServiceNow Knowledge Base systems. It automatically ingests and synchronizes knowledge base content on a daily schedule, ensuring that the latest versions of articles are always available while removing outdated or duplicate entries. With out-of-the-box capabilities for seamless data integration, it enables consistent access to up-to-date knowledge while maintaining the source of truth within the customer’s ServiceNow environment.
The connector makes ServiceNow knowledge articles available to Spark, enabling it to access the latest approved knowledge and provide more accurate recommendations and responses. Refer to [Managing Spark settings and data inputs](/platform/user-guide/spark/setting-up-and-managing-spark/managing-spark-settings.md) documentation.
## Configuring the Connector credentials
To allow Nexthink to retrieve articles from your ServiceNow Knowledge Base, set up a dedicated integration account in ServiceNow with the right level of access.
Follow the steps below to configure the ServiceNow credentials used to fetch knowledge articles:
1. Create a dedicated active ServiceNow user account for the Nexthink integration in the ServiceNow Admin Console. Enable the account for API authentication.
2. Assign only the minimum read access the connector needs. Do not assign administrative or write-access roles.
3. Grant read access to the mandatory article fields `number` and `content`. The connector cannot ingest articles without both. Nexthink uses `number` as the article ID and to build the external link back to ServiceNow.
4. Align the user-criteria assignments of the integration user with the target group you select in the connector parameters.
Refer to the [Third-party credentials](/platform/configuring_nexthink/bringing-data-into-your-nexthink-instance/integrating-nexthink-with-third-party-tools/outbound-connectors/connector-credentials.md) documentation for more information about connector credentials.
## Configuring the ServiceNow Knowledge Base connector
From the Nexthink web interface:
1. Go to **Administration** > **Inbound connectors**.
2. Click the **New connector** button in the top-right corner of the page.
3. Select **ServiceNow Knowledge Base**.
### General tab
* **Name**: A meaningful name for the connector. This name appears on the administration page.
* **NQL ID**: A unique identifier for the connector used when referencing the ServiceNow connector in NQL queries. You can initially modify the suggested NQL ID, but once you save the connector, you can no longer change it.
* **Description**: A short description of the purpose and behavior of the connector.
* **Schedule**:
* **Recurrence**: Set the execution time and recurrence. Executions start at the scheduled time and distribute over the hour.
* **Connection:**
* **Credentials**: Select preconfigured credentials from the Connector credentials page. The connector supports OAuth 2.0 and Basic Auth authentication methods. The credentials must be of a dedicated integration user whose user-criteria assignments mirror a standard or technical employee. This ensures the API returns only the knowledge articles visible to the target group. The integration user must also have read access to the mandatory article fields `number` and `content`. Refer to the [Third-party credentials](/platform/configuring_nexthink/bringing-data-into-your-nexthink-instance/integrating-nexthink-with-third-party-tools/outbound-connectors/connector-credentials.md) documentation for more information.
### Parameters tab
* **Knowledge base title**: Enter the title of the knowledge base as it appears in ServiceNow. This value is used to filter and retrieve articles from the specified knowledge base.
* **Query (optional)**: Query to filter ServiceNow Knowledge Base articles. Nexthink recommends including the `workflow_state=published` filter in the query. This ensures Spark uses only published articles and also prevents returning drafts or retired articles. The filter is not applied by default because ServiceNow workflow states can be customized, and `published` may not match every environment.
* **External link**: Enter a full, parameterized URL that links to individual knowledge articles in your ServiceNow knowledge system. The URL must include a placeholder for the article identifier so AI agents can generate direct links to the original content. Root-only hostnames are not supported.
* **Example**: `https://.service-now.com/sp?id=kb_article&sysparm_article={number}`
* **Target group**: Select the target user group for filtering knowledge base articles. **Employee** group shows articles for general employees, while **Technical Support** group shows articles for support staff.
* **Custom header**: Use a custom header to include additional credential information in OAuth 2.0 authentication methods, such as **Client Credentials** and **Authorization Code**. This is useful when additional authorization methods are needed beyond the default OAuth 2.0 authorization mechanism. Select **Add custom header** to include additional information in either **OAuth 2.0 - Client credentials** or **OAuth 2.0 - Authorization code** authorizations.
## Test results panel
{% hint style="info" %}
The **Test results** panel is available only for supported connectors. Connector availability also depends on your license.
{% endhint %}
Use the **Test results** panel on the right side to run the connector with real data on demand, and inspect responses and errors. The test panel helps with faster debugging and validation during setup, and also with more reliable mappings with less trial and error.
Select the **Run test** button to call the API, validate the credentials, and check connectivity to the targeted endpoint.
Besides basic information, such as the response status code and time, the panel also shows a sample record of the response at the bottom.
In the event of an error, the system displays the API response to aid in diagnosing the issue.
## Verifying the number of articles
Verify the connector after the first run, or after any configuration change.
{% hint style="warning" %}
To query connector execution logs, your role must include **Platform logs** set to **Visible**. Refer to the [Roles](/platform/user-guide/administration/account-management/roles.md) documentation.
{% endhint %}
Run the following NQL query to check the latest execution status and the number of rows processed by the connector:
```sql
platform.inbound_connector_logs during past 8d
| where details.connector == "servicenow_knowledge"
| summarize last_update = time.last() , last_status = status.last(), number_of_processed_rows_ = details.number_of_processed_rows.last(), number_of_received_rows_ = details.number_of_received_rows.last() by details.nql_id, details.name
```
Use the query results to validate that the `number_of_processed_rows_` matches the number of knowledge articles you expect to fetch from ServiceNow.
---
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