ServiceNow is a suite of cloud based tools that help companies manage digital workflows for enterprise operations. One of these tools is a survey solution.

Keatext has built a connector to the ServiceNow survey solution which enables your surveys to be automatically ingested into the Keatext tool enabling you to quickly analyze your surveys using our AI powered text analytics solution and gather actionable insight that help you improve your offering.

Survey responses will be pushed from ServiceNow to Keatext daily.

Setting up your connector requires a few steps in the ServiceNow platform as well as in the Keatext app.

Steps Required in ServiceNow

Sign in to ServiceNow Store, https://store.servicenow.com. Ensure you have the correct permission to be able to install applications. Locate the Keatext application and click the Request app.

If prompted, sign in with your HI credentials.

Once the installation request has been processed in the ServiceNow Store, the application becomes available for download in the Application Manager in your instance. You will find this under System Applications > All Available Applications > All

To activate, select install on the Keatext. Follow the guided steps. The activate plugin box will appear, click Activate.

Now locate the Keatext app, click Install. The application is automatically installed on your instance. Click here for information on how to install a ServiceNow store application on the ServiceNow website.

Now create an Integration User called “keatext_integration” in ServiceNow. To do this go to User Administration - User in your ServiceNow Instance.

Create a New User. Take note of the User ID and the Password. You will need these, in addition to your ServiceNow instance ID, which can be found in the URL, for later.

Now go to the Role tab at the bottom of the screen and select Edit.

Search for the Role Name using keywords. And move it from the Collection panel on the left to the Roles List panel on the right using the arrows, and Save.

The Role should now appear in the list at the bottom of the screen.

Make the user ‘Web service access only’ (checkbox should be checked).

Optional: you can setup the system properties to export additional data, and to control the user fields to export (careful to not export PII). You can update those properties at any time.

x_keate_keatext.tables: comma-separated whitelist of the additional tables to export to Keatext. When empty, Keatext will only suggest survey and user as metadata.

For instance, if your survey is triggered by the incident resolution, and you want to export data related to the incident, set the value to incident. Thus, it will be suggested as metadata inside the Keatext platform.

If you add tables here, make sure the integration user has read access to them (see next step).

x_keate_keatext.user.fields: comma-separated whitelist of the user fields. Only those fields will be exportable to Keatext. Beware to not include PII in those.

By default, the value is gender,company,department,title,city,state,country

For more information about the system properties, refer to the ServiceNow documentation.

Grant all the necessary ACLs to the integration user. You need to be security_admin for this step.

The integration user needs to have read access to those tables (and their columns):

- asmt_assessment_instance

- asmt_condition

- asmt_metric

- asmt_metric_result

- asmt_metric_type

- sys_db_object

- sys_dictionary

- sys_documentation

- sys_glide_object

- sys_user

- sys_dictionary.* (need to be added from the Global scope)

- sys_db_object.label (need to be added from the Global scope)

- any other table specified in x_keate_keatext.tables

If your system is restricting at a field level (like sys_dictionary and sys_db_object), ensure the integration user has a read access to their field. If some permissions are missing, the integration won’t work properly.

For more information about the ACL management, please refer to the related ServiceNow documentation.

Now that that is completed, you will need to complete a few steps in the Keatext app itself.

Steps required in the Keatext app

Once you log in to Keatext, move to the Sources & Integrations Page - choose Integrations then add the ServiceNow integration.

You will then need to authenticate. Enter your ServiceNow Instance ID, User ID and Password. These credentials were created in ServiceNow.

Now that your ServiceNow connector has been authenticated you can start importing surveys.

Select the import data button and choose the survey you would like to analyze from the list of ServiceNow surveys.

You can search by survey name, modification date, and response count, if you have multiple surveys. Once you have chosen the survey you would like to import, select continue.

You must now select your case fields, these are metadata fields associated with your survey.

In certain cases surveys are triggered by the completion of an incident ticket. In these cases the metadata from that ticket will be available for you to add to the analysis for filtering, graphing and correlation purposes. The list of possibilities can be quite long. It is a good idea to take a look at the survey in ServiceNow, plan ahead, and decide what metadata you want to import first. Then use the search field to find those metadata fields and select them by ticking the checkbox. Select continue at the bottom of the page.

If your survey is distributed without being triggered by an incident this list of metadata will be significantly shorter.

Now you have to select the start date and your survey fields.

Choose the date from which you want the survey importation to begin from the calendar.

Below that you will find a list of all the questions in your survey, both long-form free-text questions and all other types.

The long-form free-text questions will have this symbol next to the question.

You must select at least one of the long-form free-text questions to be analyzed.

The other selected questions will be imported as additional metadata that can be used for filtering, graphing and correlation purposes.

Once your choices have been made select import at the bottom of the screen.

Your data will be imported and you are ready to start your analysis and build some dashboards.

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