# Integration with ServiceNow for Federated Search

### **Overview**

MangoApps supports federated search integrations that enable users to retrieve content from external platforms like ServiceNow directly within the MangoApps interface. Integrating ServiceNow enhances knowledge accessibility by allowing users to search and view ServiceNow Knowledge Base (KB) articles in real-time—without the need to switch applications.

***

### **Required Roles**

To complete the integration successfully, different roles are required on both the MangoApps and ServiceNow platforms. Each role plays a specific part in setting up, managing, or using the federated search feature.

**MangoApps Roles:**

* **Domain Administrator:** Configures federated search settings and adds data sources.
* **Network User:** Performs searches and accesses ServiceNow content through MangoApps.

**ServiceNow Roles:**

* **Administrator:** Installs necessary plugins, configures REST APIs, and generates API credentials.
* **Agent:** Creates and manages KB articles to be searched.

***

### **Servicenow Setup**

This section covers the steps required on the ServiceNow side to enable secure and authenticated access to KB articles from MangoApps.

#### **Install the Knowledge Management API Plugin**

Log in to your **ServiceNow Developer** account and navigate to the **All** tab. Search for **Plugins**.

<figure><img src="/files/ahGvPV8Sj9jwVCgR7q4n" alt=""><figcaption></figcaption></figure>

Find and install the plugin **sn\_km\_api** (ServiceNow Knowledge Management API).

<figure><img src="/files/3a2j7p7ts2NYwWZ4VDTM" alt=""><figcaption></figcaption></figure>

After clicking **Install**, a pop-up will appear to validate the most recent version of the API. Once validated, click **Install** again. Upon successful installation, a confirmation pop-up will appear.

***

#### **Configure Scripted REST API**

Go to **All > Scripted REST APIs**. Locate **Knowledge Management REST API** and click to open it.

<figure><img src="/files/d5XH8Ta1lSVRziqI8SVv" alt=""><figcaption></figcaption></figure>

In the **Resources** tab, click the **cog-wheel icon (Settings)**.

<figure><img src="/files/46MRkiRsMn1fYVYcJxIc" alt=""><figcaption></figcaption></figure>

In the "Personalized List Columns," enable:

* `Requires ACL Authorization`
* `Requires Authentication`

<figure><img src="/files/isH0L0s5cYm0Q7TsuMa2" alt=""><figcaption></figcaption></figure>

Next, while still under **Resources**, select **Search Articles**.

<figure><img src="/files/b8VtCTsSeqrcIHor67QD" alt=""><figcaption></figcaption></figure>

From here, we need to edit the authentication requirement. To do this click the "Click here" link to view details.

<figure><img src="/files/qtfLoDU6VlNMONipFUsr" alt=""><figcaption></figcaption></figure>

Under the **Security** tab, check:

* `Requires Authentication`
* `Requires ACL Authorization`

***

#### **Create an OAuth Application**

From the **All** tab, search for **Application Registry**.

<figure><img src="/files/g2CbYvOUln4iiQJqmGYN" alt=""><figcaption></figcaption></figure>

In **Application Registries**, click the **New** button on the right side of the screen.&#x20;

<figure><img src="/files/NidbcwMq7OHy37g40a9h" alt=""><figcaption></figcaption></figure>

Select **Create an OAuth API endpoint for external clients**.

<figure><img src="/files/QwGWvhluOV6u89DI00ro" alt="" width="425"><figcaption></figcaption></figure>

Enter:

* **Name**: (e.g., MangoApps Integration)
* **Redirect URL**: Copy this from MangoApps during setup.

<figure><img src="/files/fHyVnX8ADOw9lGEYNn54" alt=""><figcaption></figcaption></figure>

Submit the form and then re-open the entry.

<figure><img src="/files/DvUwEwmQ2iaCvBgZdi6e" alt=""><figcaption></figcaption></figure>

Copy the generated **Client ID** and **Client Secret**.

<figure><img src="/files/xw4mGAjAYzD2bmtrFfWj" alt="" width="563"><figcaption></figcaption></figure>

{% hint style="success" %}
Store these credentials securely. You will need them in the MangoApps configuration.
{% endhint %}

***

#### **Validate Knowledge Base Content**

In the **Knowledge module**, verify that relevant articles already exist. To do this, search for “Knowledge” to view any pre-existing KB articles. If needed, the ServiceNow developer account user can create new articles and organize them into multiple folders.

<figure><img src="/files/Bfrjd9ysHP0Zqbhn7m6h" alt="" width="563"><figcaption></figcaption></figure>

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### **MangoApps Setup**

This section explains how MangoApps administrators configure the federated search integration using the credentials and settings from ServiceNow.

#### **Add ServiceNow as a Federated Data Source**

Log in as a **MangoApps Domain Admin** and navigate to **Admin Portal > Search**.

Click **Add Data Source** and select **ServiceNow**.

<figure><img src="/files/PHZWyDQxhjBgsPJrgxXd" alt=""><figcaption></figcaption></figure>

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#### **Complete the Data Source Configuration**

Fill in the form using the details from your ServiceNow setup.

<figure><img src="/files/7B65F1cj94cfORfuWY2b" alt="" width="366"><figcaption></figcaption></figure>

| Field                               | Description                                                    |
| ----------------------------------- | -------------------------------------------------------------- |
| **Source Label**                    | Display name for this data source (e.g., “ServiceNow KB”)      |
| **Select Data Source**              | Choose **ServiceNow**                                          |
| **Instance Name**                   | Use the instance ID from your developer URL (e.g., `dev12345`) |
| **Client ID** and **Client Secret** | Created during the ServiceNow setup above.                     |
| **Auth URL**                        | `https://<instance>.service-now.com/oauth_auth.do`             |
| **Token URL**                       | `https://<instance>.service-now.com/oauth_token.do`            |
| **Redirect URL**                    | Copy this URL to use in ServiceNow’s app registration          |

Click **Apply** to validate the connection.

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#### **Authenticate the Connection**

Toggle the ServiceNow integration **ON**.

<figure><img src="/files/xWkXfewnIwx8j1zboSCN" alt="" width="563"><figcaption></figcaption></figure>

Enter your **ServiceNow developer credentials** when prompted.

<figure><img src="/files/Vrw4kKXZcK6yTV4HYN4T" alt="" width="312"><figcaption></figcaption></figure>

Authorize MangoApps to access your ServiceNow data by clicking **Allow**.

<figure><img src="/files/9w0OrtxwsC34sMV81gLl" alt="" width="563"><figcaption></figcaption></figure>

Once authorized, the connection status will show as **CONNECTED**.

Congratulations! You have completed the integration.

***

### **Testing Considerations**

Testing ensures the integration is functioning correctly before rollout. After configuration:

* Check that the data source shows as **CONNECTED** in MangoApps.
* Search using relevant keywords or document titles and confirm that ServiceNow KB articles appear under the correct label.
* Validate that links open correctly in the ServiceNow interface.

***

### **Security Considerations**

It’s critical to ensure your data is securely accessed and transferred between platforms. Follow these best practices:

* **Store credentials securely**: The **Client ID** and **Client Secret** should not be shared or exposed publicly.
* Ensure that **Requires Authentication** and **Requires ACL Authorization** are enabled in ServiceNow’s API settings.
* Only authorized users should have access to configure or disable the integration.

***

### **End User Experience**

Once the integration is live, MangoApps users will benefit from seamless search access to ServiceNow content.

<figure><img src="/files/YsHt6M8BCRs5jA0F4J9K" alt=""><figcaption></figcaption></figure>

Users can perform a **Global Search** in MangoApps using document titles or keywords:

* Matching articles from ServiceNow will appear under a labeled section (e.g., “ServiceNow KB”).
* Clicking a result opens the article in ServiceNow in a new tab.

{% hint style="success" %}
This unified experience reduces context-switching and accelerates knowledge access.
{% endhint %}

***

### **Rollout Recommendations**

To maximize adoption and awareness, follow these rollout tips:

* **Announce the feature**: Notify users via a post, message, or alert in MangoApps.
* **Create training material**: Share a brief instructional video or step-by-step article.
* **Designate support contacts**: Identify who to contact for integration or content issues.
* **Monitor and collect feedback**: Use feedback to fine-tune article discoverability or search labels.


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