How can I integrate ServiceNow Community search results into my ServiceNow instance?

[TEJAS]

Hi all,

I’m trying to build a feature in my ServiceNow PDI where I can search the ServiceNow Community Articles link directly from within my instance and display related community posts based on a query entered by the user.

For example:
When a user types a keyword like “How can I raise incident as a case in ServiceNow?”, I want to fetch and display related links or discussions from the ServiceNow Community (e.g., question threads or discussions).

Is there a way to integrate ServiceNow Community search results into my instance .

Thanks in Advance 

Regards 
Tejas K J

[MaxMixali]

Preferred Approach for Routing Incidents (INCs) to L2/L3 Support in ServiceNow
=============================================================================

When routing incidents between L1, L2, and L3 teams, the best practice depends on your organization’s CSDM alignment and how well CIs and service offerings are maintained. Below are recommendations and rationale based on typical enterprise setups.

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Overview:
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- L1 support: Handles user-facing issues tied to **Business Service Offerings (BSO)**.
- L2/L3 support: Works on **Technical Service Offerings (TSO)** and **CIs** tied to infrastructure or applications.
- The goal is to maintain traceability between **Business Service** and **Technical Service**, while ensuring smooth escalation without data duplication.

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Recommended Options (Evaluation)
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**Option 1 – Create Additional Fields for Technical Service/TSO**
✅ Pros:
- Maintains both Business and Technical context on the same record.
- Keeps original BSO for reporting.
- Offers clarity on escalation flow.

❌ Cons:
- Adds custom fields to Incident.
- Requires logic to reset assignment to L1 before closure.

🟢 *Recommendation:* Good for hybrid orgs where both business and technical ownership are needed.

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**Option 2 – Replace BS/BSO with TS/TSO**
✅ Pros:
- Simpler UI (no extra fields).
❌ Cons:
- You lose original business context for reporting.
- Hard to enforce which technical service can be selected.
🔴 *Not recommended* — it overwrites important traceability.

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**Option 3 – Manual Reassignment via CSDM Relationships**
✅ Pros:
- No customization.
- Keeps BS/BSO intact.
❌ Cons:
- Labor-intensive and error-prone.
🟡 *Use only for low-volume orgs or early-stage CSDM adoption.*

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**Option 4 – Use CI Field for L2/L3 Assignment (Preferred)**
✅ Pros:
- Aligns with ITIL and CSDM 4.0 best practices.
- Keeps BS/BSO data intact for reporting.
- Incident to CI relationship enables automated routing using CI > Dynamic Group mapping.
- Supports integration with monitoring tools (alerts auto-create incidents).

❌ Cons:
- Relies on CI accuracy; without good discovery data, routing may fail.
- Needs automation for reassignment tracking.

🟢 *Strongly Recommended.*
CIs are the core link between Business and Technical layers — this maintains CSDM consistency and auditability.

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**Option 5 – Use Incident Tasks for L2/L3 Teams**
✅ Pros:
- Parent INC retains BS/BSO.
- Clear separation of responsibilities.
- Ideal for multi-team collaboration (SOC, NOC, DevOps).

❌ Cons:
- More complex workflow (synchronization, reporting alignment).
- Monitoring-triggered incidents may not fit well.

🟢 *Recommended when multiple technical teams participate in resolution (e.g., L2 infra + L3 app dev).*

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Best Practice Summary:
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| Scenario | Recommended Option |
|-----------|--------------------|
| Mature CSDM with CI data | Option 4 – CI-based routing |
| Multiple teams involved | Option 5 – INC + Tasks |
| Low data maturity | Option 1 – Extra fields for TSO |
| Manual process | Option 3 – CSDM manual lookup |

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Technical Note: Restricting Selectable Technical Services (TSO)
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You can restrict selectable Technical Service Offerings on the Incident form using reference qualifiers or relationships:

**Best approach:**
- Use `svc_ci_assoc` (Service-CI association) to map BSO → TS → CI.
- Reference qualifier for TSO field:
```javascript
javascript: 'active=true^ci_service.service_offering=' + current.business_service_offering
```
- Or, use **Dynamic Group Mapping**:
- CI → Assignment Group
- CI → Technical Service Offering

This ensures that when a CI is selected, the related Technical Service Offering and support group are auto-populated.

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✅ Summary:
---------------------------------------------------------------------
- **Option 4 (CI-based routing)** aligns with CSDM and ITIL best practices.
- Maintain both BS/BSO and TS/TSO linkage for traceability.
- Automate assignment via CI > Group mappings.
- Avoid overwriting BSO fields.
- Use INC Tasks for multi-team workflows.

This ensures a scalable, auditable, and CSDM-compliant routing structure for L1→L2/L3 handoffs.

[Dr Atul G- LNG]

Please avoid ChatGPT-style answers. Your responses have no relation to the question. @MaxMixali 

[RaghavSh]

@Dr Atul G- LNG Agreed

[Dr Atul G- LNG]

Hi @TEJAS  I doubt you can do this, because there is no direct API available to connect a PDI or instance to the ServiceNow Community. What is your use case here?

Might be reach out to @Dan Bruhn