Hi Adrien - were you able to get this working?
Did you have do enable any permissions in Service Now? Our integration is finding the articles but fails on synch. I opened a case but was told to post in the Developer Forum. It seems you are the only article I am able to find on the SNow Knowledge Connector!
Thank you!
I also received an answer from the Genesys support regarded to the categories sync issue:
After discussing with the relevant Engineering/PM, it has been confirmed that category syncing is currently unsupported. I requested a timeline for availability, but no timeframe can be provided at this moment. The team is working on it, and we will update you once we officially support this feature.
I'm really disappointed regarding this response because without categorization, a KB is pretty useless...more if you want to offer the knowledge portal to the users !
Let me know if your sync is working after the snow knowledge api installation !
Agreed on the documentation, we got it working after the plug in and created a CORs rule in our Service Now environment. We have had some success in the synching but now we are receiving a validation failure on some articles:
"importAction" : {
"documents" : [ {
"errors" : [ {
"code" : "validation.failed",
"entityName" : "Document",
"messageWithParams" : "Hyperlink should be valid and start with 'https://' or 'mailto:' or valid grn resource",
"messageParams" : {
"path" : "documents[3]",
"externalId" : "kb_knowledge:693cdxxxx",
"fieldName" : "published.variations[0].body.blocks[7].paragraph.blocks[5].text.hyperlink",
"validationType" : "validhyperlink"
When reviewing the field(s), I can't find anything wrong with the link or the mail to so plan to keep testing by process of elimination. I have encountered a "Daily manual synchronization limit exceeded" so have to wait 24 hours just as I feel I'm making progress! The limits state 100 export uploads per organization in one day. I've reached out to our Customer Success team to potentially increase.
Similar to your point on categorization (which I tried to add a json block to the import for our categories but keeps failing), I also tried to make an article editable by removing the external source information. The purpose of this is to allow variations so we can use the knowledge base synch for internal (Co-Pilot) and external (Messenger bot). I haven't had success with either. A lot of our articles have lists and font format changes so the json can be a challenge.
I've also had to export from a staging "synch" kb and import to a "final" kb since the articles that are not included in the selected content are deleted after running the synch job successfully. Lots of trial and error on this one lol...
Really appreciate the information and hopefully we can get some additional insight into road map for further support or work arounds!
Good news! I have been able to successfully sync the full Service Now knowledge base without the errors, except for 7 articles that come over blank and in draft status. We did not alter our articles so appears something was fixed within the connector.
I have manually been able to add categories for testing purposes, but it is time consuming. The categories do remain on the article for the import/export between staging and final knowledge bases.
It would be really great if the "click to enlarge" feature was available on images. Since we are not able to edit articles that are from an external source, most images are too small within the Co-Pilot pane.
These are some good news !
Yes sometimes, for unknown reason, some articles are not sync...
I agree, the category assignement is very time consumming, I hope they will fix it in a next release !
Regarding articles, the only solution to be able to edit is to export in json the you replace "readonly":true for the all doc with "readonly":false.
Then you import the new file. The next Sync will not erase this parameter for existing articles but if there is a new article on ServiceNow you should have to manage it with the same process...
I hope that many improvments will be implemented soon to make it fully viable !
There is this idea that is requesting community feedback. I voted and posted!
SSAKM-I-217 Unable to edit Genesys KB articles in sync with ServiceNow Knowledge base
@adriben & @Whitney_Sandene - You're not alone here. Ironically the same Category sync issue occurs with the Salesforce integration, so it's clearly either a larger product gap, bug, oversight, or hurdle that cannot be overcome. Unfortunately the Category issue plus a lack of detailed documentation (i.e. on ServiceNow/Salesforce permission/configuration), ambiguous synchronization errors/issues, and incomplete content syncing has cast a bit of a negative shadow on what is otherwise a very helpful & welcome integration.
Needless to say I was so glad to stumble upon this thread given we are literally preparing to start syncing our ServiceNow articles. Let the fun begin
Oh, and regarding the sync/validation issues you all were experiencing that "automagically" got fixed; that exact issue also plagued the Salesforce connector. Genesys fixed that issue on 12/2 which was probably when you noticed things started working better in ServiceNow.
As we continue to use the integration, additional pain points arise. We are not able to use the Knowledge Optimizer with External Source articles (i.e. attach a phrase to an article). For the change to readonly:false, to work for editing, we just did a replace all. But then all associated phrases are removed with each re-sync so still not able to use optimizer sustainably within the UI and basic json We would need to pull in all "alternative phrases" somehow, I wish it worked like categories and carried over!
Update: We got our ServiceNow integration installed & working...for the most part. Unfortunately we have certain articles (~30%) that are not returning any content at all (i.e. the KB title comes through, but nothing else.) Now we'll need to spend time figuring out why
Update #2: Support was able to identify the [blank article] issue for us as an integration limitation. Turns out only ServiceNow KB articles created with the Standard Template will sync the KB article content. All other KB article templates (i.e. custom templates like our company uses) will sync the article as a shell and the article content will be blank.
We would need to pull in all "alternative phrases" somehow, I wish it worked like categories and carried over!