Connect ServiceNow to ZenSearch
Search across your ServiceNow knowledge base, incidents, change requests, and problems. Resolve tickets faster with AI-powered answers grounded in your ITSM data.
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.
Up and running in three steps
Authenticate your account and select the resources to index. ZenSearch handles OAuth, API keys, and enterprise SSO.
ZenSearch parses, chunks, and vectorizes your content. Incremental sync keeps everything up to date automatically.
Your team searches across all connected sources with AI-powered semantic search, chat, and agents.
Questions your team can finally answer
Once ServiceNow is connected, your team can ask natural-language questions and get cited answers 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.
Explore related integrations
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