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ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Microsoft Graph has opened up a vast opportunity to integrate different enterprise applications and create a seamless experience for enterprise users, where a single interface would serve content of relevance from all of the enterprise applications. This is a great leap towards improving efficiency and productivity. As more and more organizations are adopting Microsoft 365, SharePoint and Teams are rapidly taking up leads as primary work interface for millions of users. For them accessing all relevant business information right from SharePoint and Teams brings that extra comfort. With Microsoft recently releasing Graph connector for Service Now, it is now possible to access Service Now knowledge articles right from the SharePoint Search interface seamlessly just like any other SharePoint content.

This article provides you with a step-by-step guidance to integrate Service Now with your Microsoft 365 tenant. Following this article, you should be able to set up a search capability for your ServiceNow articles in your Office365 Online environment.

Pre-requisites

Primarily, you must have a valid ServiceNow account and must login with your credentials to land up on the below home screen. If you are an admin user, your screen would look as below:

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

In Office 365, we are provided with Microsoft Graph Connectors, which helps to index third party data, and make it appear in Microsoft Search results. The third-party data can be hosted on-premises or in the public or private clouds. These Connectors expand the types of content sources that are searchable in your Microsoft 365 productivity apps and the broader Microsoft ecosystem.

Let us jot down the processes starting from setting up a ServiceNow Connector till getting its data in the search results of a SharePoint Online site.

Step 1: Add a Graph connector in the Microsoft 365 admin center

Sign in to your Office 365 admin center

On the left navigation pane select SettingsSearch Intelligence → Select the Connectors tab and click on the Add button

Note: You will be able to see this Connectors option only if your Tenant users and administrators have opted into a Targeted Release, as it is a new feature released in Nov 2020. Please refer here to set your tenant users to Targeted Release.

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Choose the ServiceNow connector from the below screen

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Step 2: Provide the connection name and ID

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Step 3: Configure the connection settings and properties

I am opting for a Basic authentication type, hence providing my ServiceNow instance URL, username and password

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Click the Sign in option and once the sign in is successful you will be taken to the properties section. By default, all the searchable properties will be taken into consideration, but you still have an option to filter out them.

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Here I am continuing with the with the default properties selection and building on it in the next section “Assign property labels” where Microsoft has given labels to different ServiceNow columns. If you wish you can change them or live with it.

Step 4: Manage the search schema

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Step 5: Refresh Settings

I have changed my incremental refresh time to 15mnts unlike the default 4 hours.

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Step 6: Review and Finish the settings

Once you review and click on Finish settings, you can see your connector in the Connectors section with the Connection State as ‘Publishing’. On completion of the publish process, its status will be changed to Ready (similar to the other ServiceNow connector created some time back in the below screenshot).

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Step 7: Setup the Vertical

Once the status is marked Ready, you will get an option to create the Vertical towards the right

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Click on that link to create the vertical

Step 8: Vertical Creation

Setup the Vertical following below screenshots.
ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Choose your connector (created in previous steps)

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

I am providing ‘*’ in the KQL query as I would like all the data to be included in my search results

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained
ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Review your settings and then click on ‘Add Vertical’

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Step 9: Enable the vertical

As soon as the Vertical is created, you need to enable it, else your ServiceNow search results would not be visible in the Search results page.

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

OOPS !! I cannot find any of them in the search results. And I do not see a vertical next to ‘News’ with the name ‘ServiceNow’.

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

So, something more needs to be done. Let me explain.

Step 10: Set up the Microsoft Search Settings.

Go to the site settings of your SharePoint site and open the ‘Configure Search Settings’

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

As you can see below, the ‘ServiceNow’ vertical is not present.

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

So. let me add it.

Click on the ‘Add’ button to add the new Vertical. Repeat the steps 7 and 8.

So your review screen should look like this.

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained
ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Now you can find your Vertical along with the others (see below), but with a Disabled status.

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Let me search again

I am not getting the ServiceNow results yet

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Step 11: Enable the vertical

Change the state to ‘Enabled’

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

It will take a while to get the vertical refreshed in the Search results page.

If you do not want to wait after enabling it, you can append cacheClear=true to the URL in SharePoint and Office to view the vertical immediately.

Now let search again.

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

So, we still are missing something, and that is the setup of a result type.

Step 12: Add a Result Type

Go to the tab named ‘Result types’ next to the Verticals and click on the Add button.

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained
ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained
ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Add a design layout: it is a mandatory step

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Click on the button ‘Open Layout Designer’

And choose a design

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Fill the properties with the ServiceNow columns.

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Paste the JSON and click on ‘Next’

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Review and finish the result type creation.

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained
ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Let us search again.

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Yippee !! we got the search results now. Let’s open it.

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Let us view the same record in the ServiceNow portal

ServiceNow Integration with SharePoint Online using Microsoft Graph – Explained

Hope you liked this article and hope it is helpful. Enjoy!!

Pratibha Krishnan

About Pratibha Krishnan

Pratibha has around 10+ years of experience in Software Development. She has expertise in Share Point 2013, SPD workflow, Nintex workflow, O365 Provider hosted app, Net 4.0, C#, MVC4, Razor, SQL Server 2012, Knockout JS, Angular JS and TFS 2013. Prior to joining Netwoven, she was working with Wipro, Kolkata as Technical Lead.

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