Knowledge Categories not synchronized using ServiceNow - Knowledge Connect

Hello !

I configured the ServiceNow - Knowledge Connect integration:

image

It works pretty fine, except for the categories which are not populated in the Genesys KB articles:

On the ServiceNow articles, there is a categorization:

I try to create manually the same category tree in Genesys but the pb still remains:

In the source content selection, the connector is able to retrieve categories in ServiceNow:

Do you have an idea about why the synchronized articles are not categorized ?

Thanks for your help !

Rgds,
Adrien

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!

Hello Whitney,

Yes the sync is working on my side, I spent lots of time to understand why it failed before (no documentation on this).

The solution is to install the Knowledge API plugin on your Service Now instance:

Regarding the permissions of the service account:

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 !

Rgds,
Adrien

Thank you Adrien!

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!

Thank you,
Whitney