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Adding the ServiceNow Connection to Staffbase

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Denise Simon
 
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Activation
 
Administrator

Add the ServiceNow connection to let your users search for and access ServiceNow knowledge base content from the Staffbase platform.

Prerequisites

You or a ServiceNow admin have generated the following in ServiceNow:

  1. In the Studio, navigate to Settings > Third Party Connections.
    The Third Party Connections page opens.
  2. Under ServiceNow, click Add.
    ServiceNow_Add.png

    The dialog to add ServiceNow connection opens.
    ServiceNow_Connection_Dialog.png
  3. Fill in the following fields with information you generated in ServiceNow.
    - Instance Name
    - Client ID
    - Client Secret
  4. Select the visibility for the ServiceNow integration from the dropdown menu.
  5. Click Add.

You have successfully connected ServiceNow to Staffbase. The connection does not give access to ServiceNow content yet. You need to install Knowledge API in ServiceNow and activate it in the Studio to make it available to users.

If the client ID or instance name is edited after the initial endpoint setup for Staffbase to access the ServiceNow instance, you need to update the ServiceNow password.

Enabling Knowledge API in ServiceNow

The ServiceNow knowledge search API is not activated by default. You need to configure the ServiceNow settings before getting started with your integration.
  1. In ServiceNow, navigate to All > System Definition > Plugins.
    ServiceNow.png

    The ServiceNow store opens.
  2. Search for Knowledge API.
    The search results page opens.
  3. Under Knowledge API, click Install.

You have installed the Knowledge API, and it is now enabled for your ServiceNow platform. Now, you can activate the Knowledge Management in the Studio.

Enabling ServiceNow Knowledge Management in Staffbase

    1. In the Studio, navigate to Settings > Third Party Connections.
    2. Under ServiceNow, click on the expand icon.
      The menu expands.
      ServiceNow_Knowledge-search.png
    3. Enable the toggle for Knowledge Management.
      The dialog to activate ServiceNow Knowledge search opens.
      ServiceNow_Activate_Knowledge_search.png
    4. Click Activate.

You have successfully enabled Knowledge API in ServiceNow. From now on, when users use the global search, a dedicated tab for ServiceNow appears. Under the ServiceNow tab, if the user is signed into the ServiceNow account, all search results for the specific search term are listed.

When using the global search for the first time after enabling the ServiceNow Knowledge Management integration, a sign-in with the ServiceNow credentials is required. After signing in, the search results are shown.

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