Setting

Description

Instance URL*

The URL of the ServiceNow instance.

Example:

https://myorganization.service-now.com/

ServiceNow Credential*

The credential previously created in the tab “Network”.

The credential must be configured as OAuth 2 credential and with the following settings:

[Deprecated] Token URL

This setting is deprecated and should always be left empty. Please use the setting “ServiceNow Credential” instead.

[Deprecated] Client ID

This setting is deprecated and should always be left empty. Please use the setting “ServiceNow Credential” instead.

[Deprecated] Client Secret

This setting is deprecated and should always be left empty. Please use the setting “ServiceNow Credential” instead.

[Deprecated] Username

This setting is deprecated and should always be left empty. Please use the setting “ServiceNow Credential” instead.

[Deprecated] Password

This setting is deprecated and should always be left empty. Please use the setting “ServiceNow Credential” instead.

Setting

Description

Page Size

The page size of the REST API bulk requests (default 1000)

Setting

Description

Index Knowledge Articles

When enabled, the table is indexed (for example, if “Index Knowledge Articles” is enabled, knowledge articles are crawled).

Default setting: Activated

Constraint Query for Knowledge Articles

Restricts the crawler to index only specific knowledge articles.

For more information, see the chapter Constraint queries.

Index Catalog Items

When enabled, the table is indexed (for example, if “Index Catalog Items” is enabled, catalog items are crawled).

Default setting: Activated

Constraint Query for Catalog Items

Restricts the crawler to index only specific catalog items.

For more information, see the chapter Constraint queries.

Index Incidents

When enabled, the table is indexed (for example, if “Index Incidents” is enabled, incidents are crawled).

Default setting: Activated

Constraint Query for Incidents

Restricts the crawler to index only specific incidents.

For more information, see the chapter Constraint queries.

Index Problems

When enabled, the table is indexed (for example, if “Index Problems” is enabled, problems are crawled).

Default setting: Activated

Constraint Query for Problems

Restricts the crawler to index only specific problems.

For more information, see the chapter Constraint queries.

Generic Tables

Defines tables for indexing that are not knowledge articles, catalog items, incidents, or problems.

Table Name*

The name of the table.

Constraint Query

Limits the records to be indexed using the ServiceNow filter.

For more information, see the chapter Constraint queries.

Fields

A list of the table columns to be indexed (separated by a line break). If the list has no entries, all columns are indexed.

Title Column*

The column name to be used as the title.

Content Column

The column name to be used as document content.

Content Extension

The file extension (such as txt or html). Only relevant if Content Column is set.

Setting

Description

Use Access Control Lists

Roles of ServiceNow ACLs are set to Mindbreeze documents. Only ACLs at the table level (no support at the column level) are included. In addition, the “Condition” and “Script” fields are not supported. Use this option if you are using “Resolve ACLs” in the principal resolution service.

Use User Criteria

ServiceNow user criteria are set as Mindbreeze ACLs on knowledge articles and catalog items. The “Script” field is not supported.

Use this option if you use the option “Resolve User Criteria” in the principal resolution service.

Extended User Criteria Conditions

Extended User Criteria Conditions that are resolved in the ServiceNow Caching Principal Resolution Service.

If there are Extended User Criteria Conditions in ServiceNow that are not specified here, documents that use these conditions cannot be found. Since in this case more requests have to be made against the ServiceNow API, this can also have a negative impact on the crawling speed.

Important: Configure this option identically to the option in the ServiceNow Caching Principal Resolution Service. Otherwise, the permission structure cannot be mapped correctly.

KB Article Principals Size Optimization

(Advanced Setting)

Reduces the number of principal containers when user criteria are used. This option is active by default and should not normally be disabled. However, if it is to be disabled anyway, then it must also be disabled in CachingServiceNowPrincipalResolutionService for the permissions to work correctly.

Enable Default ACLs
(Advanced Setting)

If no ACLs are fetched for a document, ACL principals that are defined in the following setting “Default ACL Principals” will be applied.

Default ACL Principals
(Advanced Setting)

Defines a list of principals that will be applied when the previous setting “Enable Default ACLs” is activated.

One principal per line can be defined.

Default setting: “everyone”

Setting

Entry

Dynamic Constraint Source Expr

category:Undefined

Dynamic Constraint Pattern

NOT aclReference:true

Dynamic Constraint Static Fraction

NOT aclReference:true

Setting

Description

Log Objects to CSV

(Advanced Setting)

If enabled, processed objects are also logged

Log Level

(Advanced Setting)

Three levels:

• INFO: Successfully processed objects are also logged.
• WARNING, ERROR: Objects that were not successfully processed (unsupported user criteria, see above) are also logged.

This setting is only effective when "Log Objects to CSV" is enabled.

Dump User Criteria to CSV

If enabled, CSV dump files are stored in the current log directory:

• catalog-category-dump.csv
• catalog-item-dump.csv
• knowledge-article-dump.csv
• knowledge-base-dump.csv

Setting

Description

Open URL Template*

A template for the URL that is used to open a search result. The placeholders {{instnace_url}}, {{table}} and {{{sys_id}} can be used; for example:
{{instance_url}}/nav_to.do?uri=%2F/{{table}}.do?sys_id={{sys_id}}

Setting

Description

Instance URL*

The URL of the ServiceNow instance.

Example:

https://myorganization.service-now.com/

ServiceNow Credential*

The credential previously created in the tab “Network”.

The credential must be configured as OAuth 2 credential and with the following settings:

[Deprecated] Token URL

This setting is deprecated and should always be left empty. Please use the setting “ServiceNow Credential” instead.

[Deprecated] Client ID

This setting is deprecated and should always be left empty. Please use the setting “ServiceNow Credential” instead.

[Deprecated] Client Secret

This setting is deprecated and should always be left empty. Please use the setting “ServiceNow Credential” instead.

[Deprecated] Username

This setting is deprecated and should always be left empty. Please use the setting “ServiceNow Credential” instead.

[Deprecated] Password

This setting is deprecated and should always be left empty. Please use the setting “ServiceNow Credential” instead.

Setting

Description

Page Size

The page size of the REST API bulk requests (default 1000)

Setting

Description

Constraint Query for Users

A constraint query to restrict which users are fetched by ServiceNow when updating the cache.

For more information, see the chapter Constraint queries.

This setting can be used to restrict the cache to relevant users.

Resolve ACLs

Roles of the ServiceNow ACLs are resolved. Only ACLs at the table level (no support at the column level) are included. In addition, the “Condition” and “Script” fields are not supported.

Use this setting if you use the “Use Access Control Lists” setting in the crawler.

Resolve User Criteria

User criteria users, groups, roles, companies, locations, and departments are resolved. The “Script” field is not supported.

Use this setting if you use the “Use User Criteria” setting in the crawler.

Extended User Criteria Conditions

Extended User Criteria Conditions which should be resolved.

The conditions can be specified either with the internal column name (e.g. "u_my_condition") or with the display name (e.g. "My Condition").

Important: Configure this setting identically to the setting in ServiceNow Crawler. Otherwise, the permission structure cannot be mapped correctly.

Resolve Knowledge Article User Criteria

If this setting is enabled, the User Criteria for Knowledge Articles are resolved. For better performance or permission control, you can disable this setting if you are not indexing Knowledge Articles.

Constraint Query for Knowledge Articles

A constraint query to restrict which Knowledge Article User Criteria are resolved.

For more information, see the chapter Constraint queries.

This option should be configured identically to the crawler.

Resolve Catalog Item User Criteria

If this setting is enabled, the User Criteria for Catalog Items are resolved. For better performance or permission control, you can disable this setting if you are not indexing Catalog Items.

Constraint Query for Catalog Items

A constraint query to restrict which category item user criteria are resolved.

For more information, see the chapter Constraint queries.

This setting should be configured identically to the crawler.

Resolve HR Criteria

Enable this setting if you are using HR Criteria in addition to User Criteria. This setting has no effect if Resolve User Criteria is disabled.

KB Article Principals Size Optimization
(Advanced Settings)

Reduces the number of principal containers when user criteria are used. This setting is active by default and should not normally be disabled. However, if it is to be disabled anyway, it must also be disabled in the ServiceNow crawler for the permissions to work correctly.

Resolve Empty User Criteria to All Users
(Advanced Settings)

If this setting is enabled, all empty User Criteria (User Criteria with no criteria set) are resolved to all ServiceNow users. This reflects the behavior in ServiceNow.

You can disable this setting if you do not use empty User Criterias.

Advanced User Criteria Resolution
(Advanced Settings)

See the next chapter.

Deny Access To Sites With These Features

This setting is deprecated.

File containing WebURLs to check for deletion

This setting is deprecated.

Setting

Description

UC Selection: Column Name

The User Criteria column/field in ServiceNow to which the "UC Selection: Column Pattern" is applied.

UC Selection: Column Pattern

The pattern that is applied to the User Criteria column/field ("UC Selection: Column Name"). The pattern is a Java regex where "." (dot) also matches on \n\r (e.g. relevant for field script). Note that a full match must be made on the field so that the "Result Action" is performed for a matching User Criteria.

E.g. on the field value "My User Criteria"

- "My User" would not match, but

- "My User.*" would indeed match

Resolution Action

Here you can define how to resolve the User Criteria for which "UC Selection: Column Name / Patter" match.

Setting

Descripton

Log Objects to CSV

If enabled, statistics are logged to the file “objects-log.csv” in the current log directory.

Log All Objects

If enabled, also successfully processed objects are logged to the CSV. Only has effect if Log Objects to CSV is active.

Dump User Criteria to CSV

If enabled, all user criteria are written to the CSV file “user-criteria-dump.csv” in the current log directory.

Dump HR Criteria to CSV

If enabled, all HR criteria are written to the CSV file “hr-criteria-dump.csv” in the current log directory.

Name of the table

Content of the table

sys_db_object

Stores metadata about every table in the instance.

sys_dictionary

Defines every field (column) across all tables.

sys_properties

Stores system properties that control platform behavior, features and config.

sys_user_role

(only used if useUserCriteria is enabled or by the Principal Resolution Service for the cache)

Defines available roles in the system (e.g., itil, admin, approver_user).

sys_user

(only used by the Principal Resolution Service for the cache)

Core user table.

sys_user_group

(only used by the Principal Resolution Service for the cache)

Stores user groups (teams, departments, assignment groups).

sys_user_grmember

(only used by the Principal Resolution Service for the cache)

Users Groups (Relations).

sys_user_has_role

(only used by the Principal Resolution Service for the cache)

Users Roles (Relations).

Name of the table

Content of the table

Crawler/Cache Setting

kb_knowledge

Individual Knowledge Articles.

Crawler settings:

Index Knowledge Articles

kb_knowledge_base

(only used by the Principal Resolution Service for the cache)

Knowledge bases (containers / categories of articles).

Cache settings:

• Resolve User Criteria

and

• Resolve Knowledge Article User Criteria

are both used.

kb_uc_can_contribute_mtom

Defines which User Criteria allow contribution / read access to knowledge bases or articles (Relations).

Crawler settings:

• Index Knowledge Articles

and

• Use User Criteria

are both used with either one of the following two settings:

• Dump User Criteria to CSV

Extended User Criteria Conditions

Cache settings:

• Resolve User Criteria

and

• Resolve Knowledge Article User Criteria

are both used.

kb_uc_can_read_mtom

Defines which User Criteria allow contribution / read access to knowledge bases or articles (Relations).

kb_uc_cannot_contribute_mtom

Defines which User Criteria blocks contribution / read access to knowledge bases or articles (Relations).

kb_uc_cannot_read_mtom

Defines which User Criteria blocks contribution / read access to knowledge bases or articles (Relations).

incident

Stores incident records
(IT service management).

Index Incidents

problem

Stores problem records (root cause analysis & permanent fixes).

Index Problems

sc_cat_item

Catalog items
(services/items users can request).

Crawler setting:

• Index Catalog Items

Cache setting:

• Resolve User Criteria

and

• Resolve Catalog Item User Criteria

are both used.

sc_cat_item_user_criteria_mtom

User Criteria that allow visibility of catalog items (Relations).

Crawler setting:

• Index Catalog Items

and

• Use User Criteria

are both used with either one of the following two settings:

• Dump User Criteria to CSV

Extended User Criteria Conditions

Cache setting:

• Resolve User Criteria

and

• Resolve Catalog Item User Criteria

are both used.

sc_cat_item_user_criteria_no_mtom

User Criteria that hide/block visibility of catalog items (Relations).

sc_category

Service Catalog categories (grouping of catalog items).

Crawler setting:

• Index Catalog Items

and

• Use User Criteria

are both used.

Cache setting:

• Resolve User Criteria

and

• Resolve Catalog Item User Criteria

are both used.

sc_category_user_criteria_mtom

User Criteria that allow visibility of categories (Relations).

Crawler setting:

• Index Catalog Items

and

• Use User Criteria

are both used with either one of the following two settings:

• Dump User Criteria to CSV

Extended User Criteria Conditions

Cache setting:

• Resolve User Criteria

and

• Resolve Catalog Item User Criteria

are both used.

sc_category_user_criteria_no_mtom

User Criteria that hide/blocks visibility of categories (Relations).

sc_req_item

Requested items (each line item on a request/requisition).

Index Catalog Items

sn_hr_core_condition

(only used by the Principal Resolution Service for the cache)

HR specific conditions used in visibility / matching rules.

Cache settings:

• Resolve User Criteria

and

• Resolve HR Criteria

are both used.

sn_hr_core_criteria

(only used by the Principal Resolution Service for the cache)

HR specific criteria definitions.

sn_hr_core_m2m_condition_criteria

(only used by the Principal Resolution Service for the cache)

HR conditions HR criteria (Relations).

sys_attachment

All file attachments
(metadata + reference to parent record).

Index Catalog Items

sys_security_acl

Access Control List rules.

Use Access Control Lists

sys_security_acl_role

Shows which roles grant which ACLs (Relations).

user_criteria

Reusable visibility / access conditions (used in catalog, knowledge, etc.).

• Extended User Criteria Conditions

is used with either one of the following two settings:

• Use User Criteria
• Index Knowledge Articles

Table

Field access

sys_attachment

ALL fields

kb_knowledge

ALL fields

sc_cat_item

ALL fields

incident

ALL fields

problem

ALL fields

<<additional tables>>

• sys_id
• sys_updated_on
• all configured fields to index

Table

Field access

sys_dictionary

ALL fields

sys_db_object

ALL fields

sc_req_item

• stage
• cat_item

Table

Field access

sys_user

• sys_id
• email
• active
• company
• location
• department

sys_user_group

• sys_id
• parent

sys_user_grmember

• user
• group

sys_user_has_role

• user
• role

Table

Field access

sys_security_acl

• sys_id
• name
• operation
• condition
• advanced
• script
• type
• active

sys_security_acl_role

• sys_user_role
• sys_security_acl

Table

Field access

user_criteria

ALL fields

sc_category

ALL fields

Table

Field access

sc_category_user_criteria_mtom

ALL fields

sc_category_user_criteria_no_mtom

ALL fields

sc_cat_item_user_criteria_mtom

ALL fields

sc_cat_item_user_criteria_no_mtom

ALL fields

Table

Field access

sys_properties

• sys_name
• value

kb_uc_can_contribute_mtom

ALL fields

kb_uc_cannot_contribute_mtom

ALL fields

kb_uc_can_read_mtom

ALL fields

kb_uc_cannot_read_mtom

ALL fields

Table

Field access

sn_hr_core_criteria

ALL fields

sn_hr_core_m2m_condition_criteria

ALL fields

sn_hr_core_condition

ALL fields

Tabelle

Needed for…

sc_cat_item_delivery_plan

sc_cat_item

sys_scope

all tables

topic

sc_cat_item

core_company

• incident
• sys_user

cmdb_ci

• incident
• problem

cmdb_ci_service

incident

sys_glide_object

sys_dictionary

cmn_location

sys_user

cmn_department

sys_user

sys_security_type

sys_security_acl

sys_security_operation

sys_security_acl

sc_homepage_renderer

sc_category