Introduction
Connect ServiceNow knowledge bases so published knowledge articles become searchable knowledge in Docebo.
This connector syncs published knowledge articles from your ServiceNow instance into Docebo Knowledge. It covers article content only, not files or attachments.
How permissions work for ServiceNow: Docebo reads the knowledge bases, users, groups, roles, and user criteria that decide who may read each article. Each article is shown to users whose email matches a ServiceNow user who is allowed to read it. User criteria that use a script can't be evaluated from the synced data. They are only applied for users who connect their own ServiceNow account, so until a user does, they may see articles that such a script would hide from them. If you use script-based user criteria, ask your colleagues to connect their accounts.
1. Basic information
What content gets synced
| Content type | Status |
|---|---|
| Published knowledge articles | Synced |
| Draft articles | Not synced |
| Retired articles | Not synced |
| Expired articles | Not synced |
| Files and attachments | Not synced |
What content gets extracted
| Content type | Status |
|---|---|
| Article title and body text | Extracted |
| Article metadata | Extracted |
| Files and attachment contents | Not extracted |
| Comments | Not extracted |
2. Prerequisites in the source system
Required role
You need a ServiceNow administrator to register the OAuth application.
The account you use to authorize the connector later needs the admin role, or another role that can read the knowledge bases and the users, groups, roles, and user criteria that decide who may read each article.
Required settings
An OAuth application must be registered in ServiceNow for Docebo. You create it in the next section.
3. Preparation in the source system
Create the OAuth application
In ServiceNow, open System OAuth → Application Registry, select New, and then New Inbound Integration Experience. Create a new integration of type OAuth - Authorization code grant, and paste the callback URL as the Redirect URL. It always follows this pattern: https://[YOUR-DOCEBO-PLATFORM-URL]/knowledge/v1/integrations/connections/callback, for example https://demo.docebosaas.com/knowledge/v1/integrations/connections/callback.
Retrieve the Client ID and Client secret
Save the application, then copy its Client ID and Client secret. You'll enter them in Docebo together with the name of your instance.
4. Required actions in Docebo
| Information to enter | Where to find it |
|---|---|
| Instance name | The first part of your ServiceNow address. E.g. https://acme.service-now.com |
| Client ID | ServiceNow → System OAuth → Application Registry → your application |
| Client secret | ServiceNow → System OAuth → Application Registry → your application |
Authorizing the connector
- Go to Add-ons and integrations → Knowledge Connectors → Create → ServiceNow. This menu is only visible to Superadmins.
- On the Overview tab, review what will and won't be synced, then select Get started.
- On the Authorize tab, enter the instance name, Client ID, and Client secret, then select Authenticate.
- In the ServiceNow pop-up, sign in with an account that can read everything you want to sync (see Required role), and allow access.
- On the Scope tab, select which knowledge bases you want available to add to Knowledge collections later, then save your selection.