> For the complete documentation index, see [llms.txt](https://doc.duaer.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://doc.duaer.com/guides/servicenow-knowledge-search.md).

# Search ServiceNow in your knowledge base with Duaer

Connect ServiceNow to the Duaer knowledge base. People ask about knowledge articles, incidents and requests, and find only what ServiceNow shows them.
## What does Duaer find in ServiceNow?

Duaer indexes published knowledge articles (up to 1,000) and the 2,000 most recently updated incidents and 2,000 requested items. Incidents and requested items are indexed with their description, state, priority, comments and work notes; draft articles are left out.

People can ask “How did we handle the last mail server outage?”. Duaer finds the answer in the incident’s work notes and cites it, and the citation opens the record in ServiceNow.

## How do you connect ServiceNow to Duaer?

1. In ServiceNow, have an account that can read users, groups, roles, user criteria, knowledge articles, incidents, requested items and the journal.
2. In Duaer, create a ServiceNow Basic Auth API credential with the instance subdomain (acme for acme.service-now.com), the user name and the password, or use a ServiceNow OAuth2 API credential.
3. As an owner or admin, open Knowledge base › Data sources, choose the credential on the ServiceNow card and click Connect.
4. When indexing is done, ask a question whose answer is in an article or an incident and check that the citation points to that record.

## Who finds which knowledge article?

Duaer keeps ServiceNow user criteria. Both the knowledge base’s and the article’s Can read criteria must be met (none set means any user), and anyone a Cannot read criterion matches is left out. A criterion matches by users, groups, roles, departments, companies and locations, all of them when Match all is set.

A scripted criterion cannot be read, so such an article opens to users with the admin role only.

## Who finds which incident or requested item?

- The caller or requester, and who opened it.
- The assignee, and members of the assignment group.
- Service desk users with the itil or admin role: every incident and requested item.

Members are matched by email to active ServiceNow users. Members who are not ServiceNow users find none of this.

## What are the limits?

- Up to 1,000 articles and 2,000 incidents and requested items each, the most recently updated first; up to the first 100 comments and work notes of each record.
- Problems, changes, catalog variables and attachments are not read, and the Service Portal’s own visibility settings are not applied.

To see how Duaer puts knowledge search and follow-through together, open the [Duaer home page](https://www.duaer.com/).
## Questions

### Does Duaer change records in ServiceNow?

No. Duaer only reads records to index them. It never writes or replies.

### Are ServiceNow work notes searchable?

Yes, but in Duaer only the people who may see the record find them: those it names, its group and the service desk.

### Which credential does Duaer use for ServiceNow?

A ServiceNow Basic Auth API or ServiceNow OAuth2 API credential, for an account that can read users, groups, roles and user criteria.

## Related

- [Turn SharePoint and Google Drive into a Q&A knowledge base with Duaer](https://doc.duaer.com/guides/sharepoint-drive-knowledge-base.md)
- [Permission-aware enterprise AI search: how Duaer keeps document access intact](https://doc.duaer.com/guides/permission-aware-ai-search.md)
- [Search Zendesk tickets and articles with Duaer](https://doc.duaer.com/guides/zendesk-knowledge-search.md)
- [Search Salesforce in your knowledge base with Duaer](https://doc.duaer.com/guides/salesforce-knowledge-search.md)
- [AI answers with citations and no hallucination: how Duaer does it](https://doc.duaer.com/guides/ai-answers-with-citations.md)