Hello Whitney,

Yes the sync is working on my side, I spent lots of time to understand why it failed before (no documentation on this).

The solution is to install the Knowledge API plugin on your Service Now instance:

Regarding the permissions of the service account:

I also received an answer from the Genesys support regarded to the categories sync issue:

After discussing with the relevant Engineering/PM, it has been confirmed that category syncing is currently unsupported.
I requested a timeline for availability, but no timeframe can be provided at this moment. The team is working on it, and we will update you once we officially support this feature.

I'm really disappointed regarding this response because without categorization, a KB is pretty useless...more if you want to offer the knowledge portal to the users !

Let me know if your sync is working after the snow knowledge api installation !

Rgds,
Adrien

Hi Adrien - were you able to get this working?
Did you have do enable any permissions in Service Now? Our integration is finding the articles but fails on synch. I opened a case but was told to post in the Developer Forum. It seems you are the only article I am able to find on the SNow Knowledge Connector!
Thank you!

Hello !

I configured the ServiceNow - Knowledge Connect integration:

It works pretty fine, except for the categories which are not populated in the Genesys KB articles:

On the ServiceNow articles, there is a categorization:

I try to create manually the same category tree in Genesys but the pb still remains:

In the source content selection, the connector is able to retrieve categories in ServiceNow:

Do you have an idea about why the synchronized articles are not categorized ?

Thanks for your help !

Rgds,
Adrien