Agent Assist not showing Confluence search results in Service Operations Workspace

[pratikbhujade]

Dear everyone,

I’ve integrated Confluence Cloud as an external data source in ServiceNow Agent Assist using AI Search and External Content Connectors. The configuration and crawling appear successful, but the Confluence articles are still not showing in the Agent Assist panel inside Service Operations Workspace (SOW).

Here’s what I’ve done so far:

1. Indexed Source Setup

   • Created an Indexed Source → Confluence Cloud under AI Search.

   • Connector type: External Content Connector – Confluence Cloud.

   • Crawl completed successfully (status: Finished, Documents Discovered ≈ [11,000+]).

2. Search Source Mapping

   • Created a Search Source → Confluence SNOW Integration, linked to Indexed Source: Confluence Cloud.

   • No additional conditions.

3. Search Profile

   • Edited [RA-ITSM] AI Search Profile.

   • Added Confluence SNOW Integration as a Search Source (along with Knowledge, Catalog Item, etc.).

   • Published the profile after changes.

4. Search Application Configuration

   • Edited Service Operations Workspace Search Config.

   • Set Search Engine = AI Search.

   • Set Search Profile = [RA-ITSM] AI Search Profile.

   • Updated successfully.

5. Connector Verification

   • Crawl history shows successful runs.

   • Token valid for 99 days.

   • User Mappings crawl created (not active, though document crawl is active).

6. Testing

   • In Service Operations Workspace → Agent Assist, only Knowledge and Catalog sources appear.

   • Searching for a keyword that exists in Confluence returns only Knowledge Base results.

Any assistance would be really appreciated.

Thanks in advance