What It Reads
What ZenSearch indexes from ServiceNow.
Knowledge Base Search
Index every kb_knowledge article — short description, body, attachments metadata. Surface the right runbook in seconds rather than minutes of clicking through KB categories.
Incidents, Changes & Problems
Optionally ingest incident, change_request, and problem records for full-text search across your ITSM history. Find prior outages, related changes, and root-cause analyses.
Encoded Query Filtering
Use ServiceNow's native encoded-query syntax to control what ZenSearch indexes. Filter by state, priority, category, or any custom field — same syntax as your ServiceNow list views.
Incremental Sync via sys_updated_on
ServiceNow's sys_updated_on watermark drives efficient incremental syncs. Only changed records are re-indexed, cutting sync time and API quota.
Permission-Aware Search
Assignment groups, owners, and openers are synced as permissions. Users only see records they have access to in ServiceNow — no leaking restricted KB articles.
OAuth & Basic Auth
OAuth 2.0 with refresh-token rotation for production, or service-account basic auth for instances without OAuth configured. Credentials stored encrypted at rest.
What the coworker can do in ServiceNow.
Beyond search, it can take action in ServiceNow. Every write is risk-tiered and gated behind human approval, and connected credentials are required.
Incidents
Create and update incidents — open a ticket, set fields, resolve, or reassign as the agent works a request.
Change requests
Create and update change requests, with start/end date validation, to keep change management in sync.
Comments
Add work notes and comments to records so the audit trail stays complete.
Setup
Up and running in three steps.
01
Connect
Authenticate your account and select the resources to index. ZenSearch handles OAuth, API keys, and enterprise SSO.
02
Index
ZenSearch parses, chunks, and vectorizes your content. Incremental sync keeps everything up to date automatically.
03
Delegate
Your coworker searches, answers, and acts across this source — with permission-aware results and governed actions.
In Practice
Questions your team can finally ask.
Once ServiceNow is connected, your team asks in natural language and gets cited answers — and governed action — instantly.
"How do I reset my MFA token after a phone replacement?"
Returns the matching KB article with step-by-step instructions and a link directly to the ServiceNow knowledge record.
"Show me all P1 incidents from last week with their resolution notes"
Aggregates open and resolved P1 incidents from the trailing seven days, with synthesized timelines and links back to each ticket.
"What change requests are scheduled for this weekend's release window?"
Lists upcoming change_request records in the planned window, grouped by application owner, with their risk and CAB approval state.
Related Integrations
Jira
Confluence
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to work.
Connect ServiceNow in minutes and let your coworker read, answer, and act on it.
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