Command · Support & CRM
ServiceNow
Import Knowledge Base articles, customer service cases, and incidents.
How it works
ServiceNow connects to your instance with a dedicated integration user. Command imports Knowledge Base articles, customer service cases, and incidents.
Before you start
- A ServiceNow instance URL
- An integration user with read access to the tables you need
What you need to make the connection
| Field | Where to get it |
|---|---|
| Instance URL | e.g. https://yourcompany.service-now.com. |
| Username | The dedicated integration user. |
| Password | That user's password (or OAuth client details if your instance requires it). |
Credentials are stored encrypted in raia Command and are never shown again after saving. Rotate them at the provider if they are exposed.
Setup steps
- 01
Create an integration user in ServiceNow and assign read roles for kb_knowledge, sn_customerservice_case, and incident as needed.
- 02
In raia Command, open Settings → Connectors, find the connector, and click Connect.
- 03
Enter the instance URL and credentials.
- 04
Pick the record types to import.
- 05
Choose the destination project folder, run the first import, then set a sync schedule. Every run is recorded in Sync History.
Good to know
- Use a service account, not a personal login — personal password resets break the sync.