Update #2: Support was able to identify the [blank article] issue for us as an integration limitation. Turns out only ServiceNow KB articles created with the Standard Template will sync the KB article content. All other KB article templates (i.e. custom templates like our company uses) will sync the article as a shell and the article content will be blank.

Update: We got our ServiceNow integration installed & working...for the most part. Unfortunately we have certain articles (~30%) that are not returning any content at all (i.e. the KB title comes through, but nothing else.) Now we'll need to spend time figuring out why

hi Whitney, hope they will work on all these issues

As we continue to use the integration, additional pain points arise. We are not able to use the Knowledge Optimizer with External Source articles (i.e. attach a phrase to an article). For the change to readonly:false, to work for editing, we just did a replace all. But then all associated phrases are removed with each re-sync so still not able to use optimizer sustainably within the UI and basic json We would need to pull in all "alternative phrases" somehow, I wish it worked like categories and carried over!

@adriben & @Whitney_Sandene - You're not alone here. Ironically the same Category sync issue occurs with the Salesforce integration, so it's clearly either a larger product gap, bug, oversight, or hurdle that cannot be overcome. Unfortunately the Category issue plus a lack of detailed documentation (i.e. on ServiceNow/Salesforce permission/configuration), ambiguous synchronization errors/issues, and incomplete content syncing has cast a bit of a negative shadow on what is otherwise a very helpful & welcome integration.

Needless to say I was so glad to stumble upon this thread given we are literally preparing to start syncing our ServiceNow articles. Let the fun begin

Oh, and regarding the sync/validation issues you all were experiencing that "automagically" got fixed; that exact issue also plagued the Salesforce connector. Genesys fixed that issue on 12/2 which was probably when you noticed things started working better in ServiceNow.

There is this idea that is requesting community feedback. I voted and posted!
SSAKM-I-217 Unable to edit Genesys KB articles in sync with ServiceNow Knowledge base