ServiceNow Online connector overview - Amazon Q Business

ServiceNow Online connector overview

The following table gives an overview of the Amazon Q Business ServiceNow Online connector and its supported features.

Category Feature Support
Security Authentication type Basic, OAuth 2.0 with Resource Owner Password Flow
Authentication credentials

Basic

  • ServiceNow Online host URL

  • User name

  • Password

  • ServiceNow Online version

OAuth 2.0 with Resource Owner Password Flow

  • ServiceNow Online host URL

  • User name

  • Password

  • Client ID

  • Client secret

  • ServiceNow Online version

Important

ServiceNow Online admin privileges required.
Supported versions All ServiceNow versions
Access Control List (ACL) crawling Yes. For more information, see ACL crawling.
Identity crawling Yes
VPC Yes
Crawl features Custom metadata Yes. Supports custom fields for all entities.
Entities Yes. The following entities are supported:

  • Knowledge articles

  • Knowledge article attachments

  • Service catalogs

  • Active service catalog items

  • Inactive service catalog items

  • Service catalog attachments

  • Incidents

  • Active incidents

  • Inactive incidents

  • All active incident types

  • Resolved incidents

  • Open incidents

  • Open – Unassigned incidents

  • Incident attachments

See What is a document? for more details on what each connector crawls as a document.
Field mappings Yes. Supports both default and custom field mappings. For more information, see Field mappings.
Filters Yes. The following filters are supported:

  • Crawl public knowledge articles

  • Crawl knowledge articles with filter query

  • Crawl knowledge article attachments

  • Use regex filters for knowledge articles

  • Crawl service catalog items

  • Crawl service catalog item attachments

  • Use regex filters for service catalog items

  • Crawl incidents

  • Crawl incident attachments

  • Crawl incidents with filter query

  • Use regex filters for active and inactive incidents

  • Including and excluding content by file type

  • Including and excluding content based on file name

  • Crawl ACL for knowledge article, service catalogs, and incidents
Sync mode Supports full and incremental sync.
File types Supports all files supported by Amazon Q.