ServiceNow KB Airdrop

The ServiceNow KB Airdrop simplifies migration from ServiceNow to DevRev, supporting both one-time imports and Periodic Sync.

Supported objects

Importing from ServiceNow KB

1. Login to DevRev.
2. Go to Settings > Integrations > Snap-ins, search for ServiceNow KB under All Snap-ins.
3. Click Add and Install Snap-in.
4. Go to Settings > Integrations > Airdrops in the left-navigation.
5. Click Airdrop in top right corner and select the ServiceNow KB.
6. Create a new connection to authenticate with your ServiceNow workspace, or use an existing active connection.

Create ServiceNow connection

1. Provide a name to the connection.
2. In the Subdomain field, enter your ServiceNow workspace ID, which can be found in the ServiceNow browser URL. For example, from https://dev190970.service-now.com/, dev190970 is the workspace ID.
3. Enter ServiceNow username and password, then click Next.
4. On the next screen, select the authenticated ServiceNow workspace.
5. Specify the DevRev part where the imported content should reside. Click Start. This triggers an import of the authenticated workspace.

The import duration can vary from minutes to hours depending on the size of the data.

Key highlights

• Structure Preservation: Maintains ServiceNow knowledge bases as collections in DevRev.
• Basic Permissions: Preserves knowledge base and article permissions in DevRev's articles. Only can read and can contribute permissions are imported from the knowledge base and articles.
• Content & Metadata: Imports published articles, including content, titles, dates, authors, and source URLs.
• Version History: Keeps track of published article versions.
• Attachments: Transfers files attached to articles and links them correctly.
• User Criteria: Imports users and group rules from ServiceNow.

Limitations

• Access Requirements: The connecting user must have read rights for users and criteria in ServiceNow.
• Advanced Permissions: Complex scripts and custom ACL rules in ServiceNow may not transfer; only basic access settings are moved.
• Excluded Features: Custom widgets, workflows, and scripted criteria are not imported.
• Permission Removals: Removing access in ServiceNow after import isn’t reflected on sync; only new additions are sync.
• Language Tags: All imported articles default to English in DevRev, regardless of the original language. If a user in ServiceNow belongs to two different criteria—one allowing read and contribute access, and the other denying it—they may still have access in DevRev. However, if the same criteria appear in both the allow and deny lists for read and contribute access, the user is restricted in DevRev.

Post import options

After a successful import, you have the following options available for the imported account:

• Sync to DevRev

  This option allows you to synchronize any modifications made in ServiceNow KB with the corresponding items previously imported into DevRev. It also creates new items in DevRev for any new item or article created in ServiceNow KB after the last sync or import.

• View Report

  This option allows you to access detailed information about the initial import and any subsequent syncs performed.

• Delete Import

  If you want to remove the import and all data that were imported from ServiceNow KB into DevRev, you can use this option.

• Edit Connection

  Use this option to change the connection used for any subsequent actions. It can be helpful if a connection becomes inactive or the user who established it is no longer available.

Sync to DevRev

After a successful import from ServiceNow KB, you can choose to sync the imported data with DevRev. This feature imports any docs and users, and any changes made to previously imported items from ServiceNow KB.

To perform a one-time sync to DevRev, follow these steps:

1. Go to Settings > Integrations > Airdrop.
2. Locate the previously imported project.
3. Select the ⋮ > ⇾ From ServiceNow KB to DevRev option.

Historical imports

To view currently running and previous imports from various sources, do the following:

1. Go to Settings > Integrations > Airdrops.
2. Select the import you want to view.
3. Click the context menu (⋮) and select View Report.

Periodic sync

Enable hourly automatic synchronization:

1. Go to Settings > Integrations > Airdrops.
2. Locate the imported project.
3. Click ⋮ > Set Periodic Sync.

You’ll see three periodic sync options:

• ServiceNow KB → DevRev
  Enable this option to sync data from ServiceNow KB into DevRev.

• DevRev → ServiceNow KB

  

  Syncing from DevRev to ServiceNow KB is not supported.

• Automation Option
  Enable automation to trigger webhooks, Snap-ins, and DevRev-native events for synced items.
  If deactivated, periodic syncs do not trigger any events or automations.

Select the frequency and start date, then click Schedule to set up the periodic sync.

Delete import

An import and all the content it creates can be deleted from DevRev. This can be useful when running POCs or to change the recipe used during the import. Once an import has been deleted, all the content it created gets deleted, even if they were modified in DevRev. It's possible to import the project again after its deletion.

To delete an import and all the content it created, go to Settings > Integrations > Airdrops, find the previously imported project, and select ⋮ > Delete Import.