Glean currently only indexes Knowledge Articles and Service Catalog items in ServiceNow
In order to do so, the ServiceNow admin creates a dedicated ServiceNow user with access only to the Knowledge role and Catalog role.
In addition the ServiceNow admin creates a scoped ServiceNow REST API that provides the UserCriteria information that Glean uses to provide permissions aware search to knowledge articles and service catalog entries.
Glean indexes Knowledge Articles and Service Catalog Items and their associated permissions.
We do not currently index ITSM objects
Glean uses the Table API to crawl relevant tables for Knowledge Articles and Catalog Items. For this, we create a Scoped Application and a dedicated Glean user in it to access the Table API. This allows us to limit our access to only those tables that we need. We also use a Scripted Rest API that is configured as part of the setup to crawl user criteria information.
All steps are to be done by a ServiceNow administrator.
Installation steps are outlined on-screen in Glean Workspace Settings.
For any questions or issues with this setup, please reach out to firstname.lastname@example.org.