Skip to main content

Documentation Index

Fetch the complete documentation index at: https://docs.genow.ai/llms.txt

Use this file to discover all available pages before exploring further.

This article provides a technical walkthrough for IT administrators to connect a ServiceNow Knowledge Base to the Genow platform for secure knowledge retrieval. The integration utilizes OAuth 2.0 Client Credentials to allow Genow to securely index content while respecting your instance’s native security and access controls.
1

Enable OAuth Client Credential Grants

To support machine-to-machine authentication, you must ensure the ServiceNow instance allows the Client Credential grant type.
  1. Open the All menu and enter sys_properties.list into the filter navigator.
  2. Locate the following property in the Name column: glide.oauth.inbound.client.credential.grant_type.enabled
  3. If the record exists: Open the record and verify the Value is set to true. Click Update to save any changes.
  4. If the record does not exist: Click New and configure the property with the following details:
    • Name: glide.oauth.inbound.client.credential.grant_type.enabled
    • Type: true | false
    • Value: true
    • Click Submit
2

Configure the Machine User

  1. Navigate to User Administration > Users.
  2. Click New to create a service account.
  3. Assign a User ID (e.g., genow_sync_user).
  4. Set the Identity Type to Machine.
  5. Enable the Internal Integration User checkbox.
  6. Click Submit.
  7. Locate and re-open the genow_sync_user record from the list.
  8. Navigate to the Roles related list at the bottom and click Edit
  9. Assign the following mandatory roles:
    • knowledge: Grants essential read access to the Knowledge Management Application.
    • snc_platform_rest_api_access: Permits the account to interact with ServiceNow’s inbound REST APIs.
  10. Move the roles to the right-hand column and click Save.
3

Knowledge Base Security (User Criteria)

Genow adheres to your existing security configurations. If you intend to sync restricted Knowledge Bases, the machine user must be granted explicit read permissions.
  1. Navigate to Knowledge > Administration > Knowledge Bases.
  2. Open the specific Knowledge Base targeted for synchronization.
  3. Scroll to the Can Read related list at the bottom of the page.
  4. If your instance defaults to hidden or restricted access, click New (or edit existing criteria) to add your genow_sync_user to the list. This ensures the integration has the necessary read access to index the content.
4

Register the OAuth Application

  1. Navigate to System OAuth > Application Registry.
  2. Click New and select the option: Create an OAuth API endpoint for external clients.
  3. Provide a Name for the registration (e.g., Genow Sync).
  4. Set the Client Type to Integration as a Service.
  5. To expose mandatory fields, right-click the grey header, select Configure > Form Design, and drag the Default Grant Type and OAuth Application User fields onto the form. Save your form changes.
  6. Refresh the Application Registry page in your browser.
  7. Set the Default Grant Type to Client Credentials.
  8. Set the OAuth Application User to the genow_sync_user created in Phase 2.
  9. Leave the following fields blank: Client Secret, Redirect URL, and Login URL.
  10. Locate the Scope Restriction field on the right side and change it from Securely scoped to Broadly scoped. This is necessary to allow the token to access global tables, such as the knowledge base.
  11. Click Submit (or right-click the header and click Save to remain on the record).
5

Credential Retrieval and Finalization

Retrieve the auto-generated keys to finalize the connection within the Genow Platform.
  1. Open the Genow Sync record you created in the Application Registry.
  2. Copy the Client ID string.
  3. Click the padlock icon next to the Client Secret field to reveal the auto-generated password and copy it.
  4. Input the Client ID and Client Secret into the Genow Platform to create a “Credential” object.
Security Note: The Client Secret is treated as sensitive data and is encrypted and stored securely within the Google Cloud Secret Manager.