ServiceNow Collection

A ServiceNow Collection connects SearchBlox to your ServiceNow instance so that knowledge base articles, support documentation, and other ServiceNow content can be indexed and searched through SearchBlox.

Once set up, users can search ServiceNow content directly from your SearchBlox search interface — without logging in to ServiceNow separately.

Before You Begin:

• You will need a ServiceNow instance URL (e.g. https://your-instance.service-now.com)
• A ServiceNow username and password with API access permissions
• Your preferred authentication method: Basic Auth or OAuth2 (Password Grant)

Creating a ServiceNow Collection

You can create a ServiceNow Collection by following these steps:

• Log in to the Admin Console, go to the Collections tab, and click Create or the “+” icon.

• Select ServiceNow Collection as the collection type.

• Enter a unique name for the collection. The name must contain 3–36 alphanumeric characters, and only underscores (_) are allowed.

• Enable or disable RAG (Retrieval Augmented Generation) depending on your requirement. Enable it if the collection will be used for AI-powered search or chatbot responses.

• Enable Knowledge Graph if you want SearchBlox to extract entities and relationships from the documents in the collection.

• Choose whether the collection should be Private or Public. Enable Private Collection Access to restrict the collection to authenticated users only.

• Configure Collection Encryption if you want to encrypt document content or specific metadata fields.

• Select the Collection Language based on the language used in the documents. The default language is English.

• Click Create to create the ServiceNow Collection.

• After the collection is created, you will be redirected to the ServiceNow Settings / Authentication section to configure the connection and access details.

Authentication Settings

The ServiceNow Settings tab configures how SearchBlox connects to your ServiceNow instance to index content.

Instance URL
The URL of your ServiceNow instance (e.g., https://dev12345.service-now.com).

Authentication Type
Two options are available:

• Basic Auth — Authenticates using a username and password only.
• OAuth2 (Password Grant) (currently selected) — Authenticates using OAuth2 with client credentials. Requires a Connected App configured in ServiceNow with a Client ID and Client Secret.

Authentication Type: Basic Auth

When Basic Auth is selected, SearchBlox authenticates with the ServiceNow API using a simple username and password. The following fields are required:

Basic Auth is straightforward and suitable for environments where OAuth2 is not configured. It is recommended to use Test Connection before saving to confirm the credentials are valid and the instance is reachable.

Authentication Type: OAuth2

When OAuth2 (Password Grant) is selected, the following fields are required:

Available Actions:

• Cancel — Discards any unsaved changes.
• Test Connection — Validates the provided credentials and confirms connectivity to the ServiceNow instance before saving.
• Save — Saves the authentication configuration.

It is recommended to use Test Connection before saving to ensure the credentials are valid and the ServiceNow instance is reachable.

Synonyms

Synonyms help the search show relevant documents even when the exact search word is not used.
For example, if someone searches for “global,” the results can also include documents that use “world” or “international.”
We have an option to load Synonyms from the existing documents.

Schedule and Index

Sets the frequency and the start date/time for indexing a collection. Schedule Frequency supported in SearchBlox is as follows:

• Once
• Hourly
• Daily
• Every 48 Hours
• Every 96 Hours
• Weekly
• Monthly

The following operation can be performed in Azure blob collections

Manage Documents Tab

• Using Manage Documents tab we can do the following operations:

  1. Filter
  2. View content
  3. View metadata
  4. Refresh
  5. Delete

• To delete a file from your collection, enter the file path and click "Delete".

• To see the status of an indexed file, click "View Metadata".

Prompts

• When LLM/RAG is enabled, you can edit AI-based prompts for Title, Description, Topic, Image Description, and Smart FAQs.
• You can customize these prompts anytime, and use Restore Default to reset them back to the original SearchBlox settings.

Data Fields Tab

Using Data Fields tab we can create custom fields for search and we can see the Default Data Fields with non-encrypted collection. SearchBlox supports 4 types of Data Fields as listed below:

• Once the Data fields are configured, collection must be cleared and re-indexed to take effect.

Servicenow Collection Models

The Models page allows you to configure and override AI models used for embeddings, reranking, and LLM-based features within the collection.

Embedding

• Provider specifies the embedding provider used to generate vector representations of documents.
• Model defines the embedding model used to convert document content into vectors for semantic search.

Reranker

• Provider specifies the reranker provider used for improving search result relevance.
• Model defines the reranker model used to re-score and reorder search results based on relevance.

LLM

• Provider specifies the Large Language Model provider used for AI-powered features.

• Model defines the LLM used for tasks such as document enrichment, summaries, and SmartFAQs.

• These settings override global configurations and apply only to the current collection.