Asserting the up to date ServiceNow connector (V2) for Amazon Kendra

Amazon Kendra is a extremely correct and simple-to-use clever search service powered by machine studying (ML). Amazon Kendra affords a collection of information supply connectors to simplify the method of ingesting and indexing your content material, wherever it resides.

Invaluable knowledge in organizations is saved in each structured and unstructured repositories. An enterprise search resolution ought to have the ability to pull collectively knowledge throughout a number of structured and unstructured repositories to index and search on.

One such knowledge repository is ServiceNow. As the muse for all digital workflows, the ServiceNow Platform® connects folks, features, and programs throughout your group. As knowledge accumulates over time, a whole lot of crucial data is saved in service catalogs, information articles, and incidents together with attachments for every entry.

We’re excited to announce that we have now up to date the ServiceNow connector for Amazon Kendra so as to add much more capabilities. On this model (V2), now you can crawl information articles, service catalog paperwork, and incidents, and likewise herald identification/ACL data to make your searches extra granular. The connector additionally helps ServiceNow variations of Tokyo, Rome, San Diego, and others, and two sync modes: Full Sync mode, which does pressured full syncs, and New, Modified, and Deleted mode, which does incremental syncs.

Answer overview

With Amazon Kendra, you may configure a number of knowledge sources to offer a central place to index and search throughout your doc repository. For our resolution, we exhibit learn how to index a ServiceNow repository utilizing the Amazon Kendra connector for ServiceNow. The answer consists of the next steps:

1. Configure an app on ServiceNow and get the connection particulars.
2. Retailer the main points in AWS Secrets and techniques Supervisor.
3. Create a ServiceNow knowledge supply through the Amazon Kendra console.
4. Index the info within the ServiceNow repository.
5. Run a pattern question to get the data.

Conditions

To check out the Amazon Kendra connector for ServiceNow, you want the next:

Configure a ServiceNow app and collect connection particulars

Earlier than we arrange the ServiceNow knowledge supply, we’d like just a few particulars about your ServiceNow repository. Let’s collect these upfront.

1. Go to https://developer.servicenow.com/.
2. Check in along with your credentials.
3. Create a ServiceNow occasion by selecting Begin Constructing.
4. When you’re at present logged in because the App Engine Studio Creator position, select Change Consumer Function.
5. Choose Admin and select Change Consumer Function.
6. Select Handle Occasion Password and log in utilizing the occasion URL utilizing the admin consumer and password offered.
7. Save the displayed occasion identify, URL, consumer identify, and password for later use.
8. Log in to the occasion utilizing the admin URL and credentials from the earlier step.
9. Select All and seek for Software Registry.
10. Select New to create new OAuth credentials.
11. Select Create an OAuth API endpoint for exterior purchasers.
12. For Identify, enter myKendraConnector and go away the opposite fields clean.The myKendraConnector OAuth is now created.
13. Copy and retailer the consumer ID and consumer secret to make use of when configuring the connector in a later step.

The session token is legitimate for as much as half-hour. It’s important to generate a brand new session token every time you index the content material, or you may configure Entry Token Lifespan with an extended time.

Retailer ServiceNow credentials in Secrets and techniques Supervisor

To retailer your ServiceNow credentials in Secrets and techniques Supervisor, compete the next steps:

1. On the Secrets and techniques Supervisor console, select Retailer a brand new secret.
2. Select Different kind of secret.
3. Create six key-value pairs for hostUrl, clientId, clientSecret, userName, password, and authType, and enter the values saved from ServiceNow.
4. Select Save.
5. For Secret identify, enter a reputation (for instance, AmazonKendra-ServiceNow-secret).
6. Enter an non-obligatory description.
7. Select Subsequent.
8. Within the Configure rotation part, hold all settings at their defaults and select Subsequent.
9. On the Overview web page, select Retailer.

Configure the Amazon Kendra connector for ServiceNow

To configure the Amazon Kendra connector, full the next steps:

1. On the Amazon Kendra console, select Create an Index.
2. For Index identify, enter a reputation for the index (for instance, my-ServiceNow-index).
3. Enter an non-obligatory description.
4. For Function identify, enter an IAM position identify.
5. Configure non-obligatory encryption settings and tags.
6. Select Subsequent.
7. Within the Configure consumer entry management part, go away the settings at their defaults and select Subsequent.
8. For Provisioning editions, choose Developer version.
9. Select Create.This creates and propagates the IAM position after which creates the Amazon Kendra index, which might take as much as half-hour.
10. Select Knowledge sources within the navigation pane.
11. Underneath ServiceNow Index, select Add connector.
    
12. For Knowledge supply identify, enter a reputation (for instance, my-ServiceNow-connector).
13. Enter an non-obligatory description.
14. Select Subsequent.
15. For ServiceNow host, enter xxxxx.service-now.com (the occasion URL from the ServiceNow setup).
16. For Sort of authentication token, choose OAuth 2.0 Authentication.
17. For AWS Secrets and techniques Supervisor secret, select the key you created earlier.
18. For IAM position, select Create a brand new position.
19. For Function identify, enter a reputation (for instance, AmazonKendra-ServiceNow-role).
20. Select Subsequent.
21. For Choose entities or content material varieties, select your content material varieties.
22. For Frequency, select Run on demand.
23. Select Subsequent.
24. Set any non-obligatory discipline mappings and select Subsequent.
25. Select Overview and Create and select Add knowledge supply.
26. Select Sync now.
27. Anticipate the sync to finish.

Take a look at the answer

Now that you’ve ingested the content material out of your ServiceNow account into your Amazon Kendra index, you may take a look at some queries.

Go to your index and select Search listed content material. Enter a pattern search question and take a look at out your search outcomes (your question will fluctuate based mostly on the contents of your account).

The ServiceNow connector additionally optionally crawls native identification data from ServiceNow. For customers, it units the consumer e-mail ID as principal. For teams, it units the group ID as principal. When you flip off identification crawling, then it is advisable to add the consumer and group mapping to the principal retailer utilizing the PutPrincipalMapping API. To filter search outcomes by customers or teams, full the next steps:

1. Navigate to the search console.
2. Increase Take a look at question with consumer identify or teams and select Apply consumer identify or teams.
3. Enter the consumer or group names and select Apply.
4. Subsequent, enter the search question and press Enter.

This brings you a filtered set of outcomes based mostly in your standards.

Congratulations! You might have efficiently used Amazon Kendra to floor solutions and insights based mostly on the content material listed out of your ServiceNow account.

Clear up

It’s good observe to wash up (delete) any assets you now not need to use. Cleansing up AWS assets prevents your account from incurring any additional fees.

1. On the Amazon Kendra console, select Indexes within the navigation pane.
2. Select the index to delete.
3. Select Delete to delete the chosen index.

Conclusion

With the ServiceNow connector for Amazon Kendra, organizations can faucet into the repository of knowledge saved of their account securely utilizing clever search powered by Amazon Kendra.

On this submit, we launched you to the fundamentals, however there are a lot of further options that we didn’t cowl. For instance:

• You may allow user-based entry management in your Amazon Kendra index and prohibit entry to customers and teams that you simply configure
• You may map further fields to Amazon Kendra index attributes and allow them for faceting, search, and show within the search outcomes
• You may combine the ServiceNow knowledge supply with the Customized Doc Enrichment (CDE) functionality in Amazon Kendra to carry out further attribute mapping logic and even customized content material transformation throughout ingestion

To find out about these prospects and extra, consult with the Amazon Kendra Developer Information.

Concerning the authors

 Senthil Ramachandran is an Enterprise Options Architect at AWS, supporting clients within the US North East. He’s primarily centered on Cloud adoption and Digital Transformation in Monetary Providers Business. Senthil’s space of curiosity is AI, particularly Deep Studying and Machine Studying. He focuses on software automations with steady studying and bettering human enterprise expertise. Senthil enjoys watching Autosport, Soccer and spending time along with his household.

Ashish Lagwankar is a Senior Enterprise Options Architect at AWS. His core pursuits embody AI/ML, serverless, and container applied sciences. Ashish is predicated within the Boston, MA, space and enjoys studying, open air, and spending time along with his household.