Set up a ServiceNow data store

Public preview: The federated search and actions features are in public preview. This feature is subject to the "Pre-GA Offerings Terms" in the General Service Terms section of the Service Specific Terms. Pre-GA features are available "as is" and might have limited support. For more information, see the launch stage descriptions.

This page describes how to create a data store and connect ServiceNow to Gemini Enterprise.

Before you begin

Before setting up your ServiceNow connection, ensure you have the following in place:

• Grant the Discovery Engine Editor role (roles/discoveryengine.editor). This role is required for the user to create the data store. To grant this role, do the following:

  1. In the Google Cloud console, go to the IAM page.

     Go to IAM

  2. Locate the user account and click the edit Edit icon.
  3. Grant the Discovery Engine Editor role to the user. For more information, see IAM roles and permissions.

• Set up ServiceNow account and obtain authentication credentials

• Set up administrator role and use administrator account to set the required user roles and permissions.

• Set up a Google Cloud project with an administrator account capable of managing organization-level configurations, ensuring the organization can set up a workforce pool. Make sure your organization is set up to manage a workforce pool.

• To enable keyword search capabilities, ensure that "table indexing" is enabled on your ServiceNow instance. For information, see Configure table for indexing and searching.

Create ServiceNow data store

To create a ServiceNow data store, perform the following steps:

1. In the Google Cloud console, go to the Gemini Enterprise page.

   Gemini Enterprise

2. Select or create a Google Cloud project.

   Note: To access the unified flow, your project must be on the allowlist.

3. In the navigation menu, click Data stores.

4. Click Create data store.

5. In the Source section, search for ServiceNow, and click Select.

6. In the Data section:

   1. In the Connector mode section, select Data ingestion or Federated search as the connection mode.

   2. Click Continue.

   3. In the Authentication settings section, configure authentication based on your chosen connection mode.

      • If you selected Federated search, enter the following details:

        • Instance URL: The base URL of your ServiceNow instance.
        • Client ID: The OAuth client ID for your application.
        • Client Secret: The OAuth client secret for your application.
        • Auth URI: The authorization endpoint URL provided by ServiceNow.
        • Token URI: The token endpoint URL provided by ServiceNow.
        • User ID: The ServiceNow user ID.
        • Password: The password for the ServiceNow user.

      • If you selected Data ingestion, enter the following details:

        • Instance URL: The base URL of your ServiceNow instance.
        • Client ID: The OAuth client ID for your application.
        • Client Secret: The OAuth client secret for your application.
        • User ID: The ServiceNow user ID.
        • Password: The password for the ServiceNow user.

        For more information about credentials, see ServiceNow configuration.

      • If you selected Federated Search, click Login and complete the ServiceNow sign-in.

   4. Click Continue.

   5. If you selected Federated search, do the following:

      1. In the Destinations section:
         1. Enter Instance URL of your ServiceNow site.
         2. Enter Base URL of your ServiceNow site.

      2. Click Continue.

      3. Optional: In the Advanced options section, to expose or hide ServiceNow system tables, select the Include system tables checkbox.

      4. Click Continue.

   6. If you selected Data ingestion, in the Advanced options section do the following:

      1. Optional: In the URL suffix field, enter the URL suffix from the knowledge or catalog portal link.
      2. Optional: To allow a set of static IP addresses in your system, select the Enable static IP addresses checkbox.
      3. Optional: In the Max QPS field, enter the maximum queries per second to apply a rate limit on the queries that the connector sends to the ServiceNow instance.
      4. Click Continue.

   7. In the Entities to search (if you selected Federated search) or Entities to sync (if you selected Data ingestion) section select all the required entities.

      • If you selected Federated search, proceed to the next step.
      • If you selected Data ingestion, continue with the following steps:
        1. Optional: To sync specific projects, do the following:
           1. Click Filter.
           2. To filter entities out of the index, select the Exclude from the index checkbox, or to ensure that they are included in the index, select the Include to the index checkbox.
           3. Enter the keys. Press enter after each key.
           4. Click Save.
        2. To configure the sync schedule, do the following:
           1. In the Sync frequency list, select the sync frequency.
              • To schedule separate full syncs of entity and identity data, expand the menu in the Full sync section and then select Custom options.
           2. In the Incremental sync frequency list, select the incremental sync frequency. For more information, see Sync schedules.

7. Click Continue.

8. In the Actions section:

   • If you selected Federated search, from Select ServiceNow actions to enable, select the actions from the category to enable them for the connector.

   • If you selected Data ingestion:

     1. In the Authentication settings section, configure authentication based on your chosen connection mode.

     2. Provide the following authentication details as necessary:

        • Instance URL: The base URL of your ServiceNow instance.
        • Client ID: The OAuth client ID for your application.
        • Client Secret: The OAuth client secret for your application.
        • Auth URI: The authorization endpoint URL provided by ServiceNow.
        • Token URI: The token endpoint URL provided by ServiceNow.
        • User ID: The ServiceNow user ID.
        • Password: The password for the ServiceNow user.

        For more information about credentials, see ServiceNow configuration.

     3. Click Login and sign-in to ServiceNow to verify your account.

     4. Click Continue.

     5. Optional: In the Advanced options section, to expose or hide ServiceNow system tables, select the Include system tables checkbox.

     6. Click Continue.

     7. In the Destinations section:

        1. Optional: Enter Instance URL of your ServiceNow site.
        2. Optional: Enter Base URL of your ServiceNow site.

     8. Click Continue.

     9. From Select ServiceNow actions to enable, select the actions from the category to enable them for the connector.

     Note: If you skip adding actions in this step, you need to create a new data store to add actions.

     To view the list of actions, see View actions.

9. Click Continue.

10. In the Configuration section:

    1. From the Multi-region list, select the location for your data connector.
    2. In the Data connector name field, enter a name for your connector.
    3. If you selected US or EU as the location, configure the Encryption settings:
       • Optional: If you haven't configured single-region keys, click Go to settings page to do so. For more information, see Register a single-region key for third-party connectors.
       • Select Google-managed encryption key or Cloud KMS key.
       • If you selected Cloud KMS key:
         • In the Key management type list, select the appropriate type.
         • In the Cloud KMS key list, select the key.
       For more information, see Customer-managed encryption keys.

11. Click Continue.

12. In the Billing section, select General pricing or Configurable pricing. For more information, see Verify the billing status of your projects and Licenses.

13. Click Create. Gemini Enterprise creates your data store and displays your data stores on the Data Stores page.

On the Data Stores page, click your data store name to see the status. After the data store state changes from Creating to Active, the ServiceNow connector is ready to be used.

For an ingestion connector created with ServiceNow, the data store state transitions from Creating to Running upon synchronization initiation. It then changes to Active once ingestion is complete, signifying that the data store is fully configured. Depending on data volume, ingestion may require several hours.

After creating the data store, create an app, connect it to the ServiceNow data store, and authorize Gemini Enterprise to access ServiceNow before executing any queries.

Data handling and query execution

This section describes how Gemini Enterprise manages your query and the privacy implications of using the federated data store.

Query execution

After you authorize ServiceNow and send a search query to Gemini Enterprise:

• Gemini Enterprise sends your search query directly to the ServiceNow API.
• Gemini Enterprise blends the results with those from other connected data sources and displays a comprehensive search result.

Data handling

When using third-party federated search, the following data handling rules apply:

• Your query string is sent to the third-party search backend (ServiceNow API).
• These third parties may associate queries with your identity.
• If multiple federated search data sources are enabled, the query might be sent to all of them.
• Once the data reaches the third-party system, it is governed by that system's terms of service and privacy policies.

Note: To improve accuracy, an LLM may rewrite your query before it is sent to ServiceNow. This rewritten query can incorporate information from your session's query history. As a result, parts of your query history might also be included in the query sent to the ServiceNow API.

What's next

• To provide a user interface for querying your ServiceNow data, create an app and connect it to the ServiceNow data store.
• To view the list of actions, see View actions.
• To preview how your search results appear after your app is set up, see Get search results.
• To enable alerts for the data store, see Configure alerts for third-party data stores.