Setting up ServiceNow as a Source

Setting up ServiceNow as a source allows Guru to access your service management data to power AI-generated answers. This article walks you through connecting your ServiceNow instance to Guru, helping your team surface insights from incidents, requests, and knowledge articles to improve support efficiency and collaboration through centralized, AI-enhanced knowledge sharing.

👥
Access Required
Guru Access: You need to be an Admin, Source Creator, or relevant custom role to set up Sources
ServiceNow Access: You need to have Admin access in ServiceNow to connect as a Source.

Setting up ServiceNow as a Source

In Guru, go to Manage.
Select Sources, then click Add Source.
Choose ServiceNow from the list of integrations.
When prompted with how you'd like to authenticate, select Use my credentials.
(Optional) Filter your ticket data by date to narrow the scope of what is synced to Guru.
Enter the subdomain for your ServiceNow account. For example, if you sign in at "acme.service-now.com", enter "acme".
Authenticate using your ServiceNow credentials.
Add a display name for the Source (optional) and click Connect Source.
Assign which Guru Groups should have access to this content.

Objects synced from ServiceNow

Primary objects are the objects used to generate the search record.

ServiceNow Category	Common Model / What You'll See During Setup	Objects/Data Brought In	Key Fields
Incidents	Primary Object: Ticket	Incident records	• Name • Description • Status • Priority • Ticket type • Ticket URL • Account • Contact • Creator • Assignees • Assigned teams • Attachments • Parent ticket • Completed at • Due date • Remote created at • Remote updated at • Remote ID • Remote data
Cases	Ticket	Customer service cases	• Name • Description • Status • Priority • Ticket type • Ticket URL • Account • Completed at • Due date • Remote created at • Remote updated at • Remote ID • Remote data
Requests	Ticket	Service catalog requests	• Name • Description • Status • Priority • Ticket type • Ticket URL • Creator • Completed at • Due date • Remote created at • Remote updated at • Remote ID • Remote data
Tasks	Ticket	Task records	• Name • Description • Status • Priority • Ticket type • Due date • Completed at • Remote created at • Remote updated at • Remote ID • Remote data
Problems	Ticket	Problem records	• Name • Description • Status • Priority • Ticket type • Ticket URL • Due date • Remote created at • Remote updated at • Remote ID • Remote data
Journals	Comment	Journal field entries	• Body • Is private • Ticket • User • Remote created at • Remote ID • Remote data
Customer Accounts	Account	Customer account records	• Name • Remote ID • Remote data
Users	User	System users	• Name • Email address • Is active • Teams • Remote ID • Remote data

Permissions

When you connect ServiceNow as a source in Guru, you'll permission that content in Guru. Learn more here.
If someone is not provided with access in Guru to this source, they will not see ServiceNow results in searches or when chatting with Guru.

Updated 14 days ago