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Before you create a ServiceNow catalog data source, you need to ensure you have configured ServiceNow credentials in Admin > credentials Administration > Credentials.

Adding a ServiceNow catalog data source

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• Go to Build > Data sources > External integrations.

• Click the Add external integrationsintegration button;

• Next, click the ServiceNow catalog card and provide the following information:

  • Name the data source;

  • Select existing credentials to ServiceNow;

  • Add a description for the data source;

  • (Optional) Specify the Articles language, e.g. en or fr.

  • Specify the ServiceNow portal URL suffix (ONLY relevant for the Links to the articles);

  • Select the Main language of the articles, either English or French.

  • Table name (sys_class_name): Specify the name of the catalog table to retrieve the items from, for example, sc_cat_item.

  • (Optional) Type an SQL filter (Glide query) to filter the items of the ServiceNow catalog.

What is a Glide Query?

• • Specify the ServiceNow portal URL suffix (ONLY relevant for the Links to the articles), which is sp by default. However, it can differ depending on your organization’s ServiceNow configuration;

Finally, click the Add external integration button to add this new integration to your data source repository.

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Video tutorial

What’s next?

Now that the data source has been created, you can select it when creating an agent.

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