---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configuring integration settings for ServiceNow services and components in AEM

# Configuring integration settings for ServiceNow services and components in AEM {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

You have to set up your ServiceNow services and components
to integrate with your Adobe Experience Manager (AEM) instance.

## Settings to enable use of ServiceNow services
in AEM {#aem-integration-setup__section_zpn_5pj_vkb}

You can define the following types of configuration settings for ServiceNow services in AEM:

* Authentication settings with a third-party OIDC provider (see [Configure OIDC provider details in Adobe Experience Manager](https://servicenow-prod.fluidtopics.net/2Re6mwDKvHfWOXGksA3b6g#aem-configure-oidc "Configure the third-party OIDC provider details in your Adobe Experience Manager (AEM) instance to access the ServiceNow components as an authenticated user.")).
* Specific settings for ServiceNow services (see [Define OSGi configuration settings for ServiceNow services](https://servicenow-prod.fluidtopics.net/saIaVH90gD_NeFPI6ZfHEA#aem-sn-configuration "Define OSGi configuration settings for ServiceNow services used by ServiceNow components in Adobe Experience Manager (AEM).")).
* Log file settings for ServiceNow services (see [Configure log file settings for ServiceNow services in Adobe Experience Manager](https://servicenow-prod.fluidtopics.net/saIaVH90gD_NeFPI6ZfHEA#aem-configure-log "Configure log file settings for ServiceNow services in Adobe Experience Manager (AEM) to generate debug logs to help identify issues in the authentication process.")).
{#aem-integration-setup__ul_ck4_22y_tkb}

## Settings for using ServiceNow components in AEM {#aem-integration-setup__section_wmy_vpj_vkb}

To use the Knowledge API endpoint on your AEM instance, you have to
define the cross-origin resource sharing (CORS) rule on your ServiceNow instance. For more information,
see [Define a cross-origin resource sharing rule to access ServiceNow API endpoints from AEM](https://servicenow-prod.fluidtopics.net/saIaVH90gD_NeFPI6ZfHEA#aem-set-cors-rules "Define a cross-origin resource sharing (CORS) rule on your ServiceNow instance to access endpoints of the Knowledge Management REST API, Case API, or CSM Attachment API from your Adobe Experience Manager (AEM) instance.").

## Define OSGi configuration settings for ServiceNow services {#ariaid-title2}

Define OSGi configuration settings for ServiceNow services used
by ServiceNow components in Adobe Experience Manager
(AEM).

### Before you begin

Role required: AEM administrator

### Procedure

1. Access the web console in AEM using a URL in the following format: https://\<AEM_hostname\>:\<AEM_port\>/system/console/configMgr.
2. Search for <kbd class="ph userinput">ServiceNow Configuration</kbd>.
3. In the Name column, click the ServiceNow Configuration link.
4. Provide values for the configuration settings.  
   {#aem-sn-configuration__table_hxt_1zj_vkb__entry__2}

   | Field | Description |
   |-|-|
   | Base Instance URL | Complete URL of your ServiceNow instance. |
   | Knowledge Bases | System identifier (sys_id) of a knowledge base that contains associated knowledge articles. For multiple entries, separate the knowledge bases with commas. Note: A blank value indicates articles from all knowledge bases in your ServiceNow instance are accessible to a user with appropriate permissions. |
   | Show Articles in All Languages | Option to show knowledge articles in all languages for ServiceNow components. |
   [Table 1. ServiceNow Configuration settings]

   {#aem-sn-configuration__table_hxt_1zj_vkb}
5. Click Save.

## Configure log file settings for ServiceNow services in Adobe
Experience Manager {#ariaid-title3}

Configure log file settings for ServiceNow services in Adobe
Experience Manager (AEM) to generate debug logs to help identify issues in the
authentication process.

### Before you begin

Role required: AEM administrator

### Procedure

1. Access the web console in AEM using a URL in the following format: https://\<AEM_hostname\>:\<AEM_port\>/system/console/configMgr.
2. Navigate to OSGiConfiguration.
3. Search for and select logs/project-servicenow-components.log: info.
4. Verify the default field values, or fill in your own values for a custom configuration.  
   {#aem-configure-log__table_tyr_n3y_tkb__entry__2}

   | Field | Value |
   |-|-|
   | Log Level | Debug |
   | Log File | Path of the ServiceNow log file. |
   | Message Pattern | Message-format pattern for formatting log messages. |
   | Logger | Logger name for ServiceNow login services. |
   | Additivity | Option to disable sending logs to an appender attached higher in the hierarchy. |
   [Table 2. Logger configuration settings]

   {#aem-configure-log__table_tyr_n3y_tkb}
5. Click Save.
{#aem-configure-log__steps_lbk_dfy_tkb}

## Define a cross-origin resource sharing rule to access ServiceNow
API endpoints from AEM {#ariaid-title4}

Define a cross-origin resource sharing (CORS) rule on your ServiceNow instance to access endpoints of the Knowledge Management
REST API, Case API, or CSM Attachment API from your Adobe Experience Manager (AEM)
instance.

### Before you begin

Ensure that you have configured the API for which you are defining the CORS rule.

* Activate the Knowledge API plugin (sn_km_api) to use the Knowledge Management REST API endpoints for knowledge articles. For more information, see [Knowledge Management
  REST API](https://www.servicenow.com/docs/access?context=knowledge-api&version=xanadu&pubname=xanadu-api-reference&ft:locale=en-US).{#aem-set-cors-rules__know-api}
* Activate the Customer Service plugin (com.sn_customerservice) to use the Case API endpoints for customer service cases. For more information, see [Case API](https://www.servicenow.com/docs/access?context=case-api&version=xanadu&pubname=xanadu-api-reference&ft:locale=en-US).
* Configure the glide.rest.attachment_csm_api.allowed_tables system property and include the Case \[sn_customerservice_case\] table to use the CSM Attachment API end points for case attachments. For more information, see [CSM Attachment
  API](https://www.servicenow.com/docs/access?context=attachment_csm-api&version=xanadu&pubname=xanadu-api-reference&ft:locale=en-US).

{#aem-set-cors-rules__ul_bv1_2fy_1mb}

Role required: web_service_admin

### About this task

### Procedure

1. Navigate to AllSystem Web ServicesCORS Rules.
2. Click New.
3. On the CORS Rule form, fill in the fields.  
   {#aem-set-cors-rules__table_o13_rs3_ls__entry__2}

   | Field | Description |
   |-|-|
   | Name | Name for identifying your CORS rule. |
   | REST API | REST API this CORS rule applies to. * For knowledge articles, select Knowledge Management REST API \[sn_km_api/knowledge\]. * For customer service cases, select Case \[sn_customerservice/case\]. * For case attachments, select CSM Attachment API \[now/attachment_csm\] {#aem-set-cors-rules__ul_mls_jvp_1mb} |
   | Domain | AEM instance that this CORS rule applies to. |
   | Max age | Number of seconds to cache the client session. |
   [Table 3. CORS Rule form]

   {#aem-set-cors-rules__table_o13_rs3_ls}
4. In the HTTP Methods related list, select HTTP methods to send a request to a web service provider.
   * For knowledge articles, select GET.
   * For customer service cases, select GET, PUT, POST.
   * For case attachments, select GET, POST, DELETE.
   {#aem-set-cors-rules__choices_bnl_yxr_1mb}
5. For Case API, in the Exposed headers field of the HTTP Headers related list, enter <kbd class="ph userinput">X-Total-Count</kbd>.
6. Click Submit.

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