External Content Integration Sources

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of External Content Integration Sources

    This content explains how ServiceNow integrates Coaching With Learning with third-party learning management systems (LMS) including Cornerstone OnDemand, Pluralsight, and Udemy. These integrations are managed through the Enterprise Service Management Integrations Framework, which automatically creates source records for each LMS with predefined properties and integration services. This enables seamless synchronization of learning courses, user data, and activity between the external LMS and ServiceNow.

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    Note: The Legacy Workforce Optimization feature is being deprecated starting with the Tokyo release and will not be activated on new instances, though it remains supported on existing ones.

    Key Features

    • Predefined Integration Source Records: Each LMS (Cornerstone OnDemand, Pluralsight, Udemy) has a source record with predefined properties such as pagesize (API call record count), fullpull (controls full or incremental data pulls), pulloffsethours (time window for modified data retrieval), and LMS-specific URL prefixes where applicable.
    • Data Synchronization Options: The fullpull property allows customers to control whether all active users and courses (full pull) or only modified data (incremental pull) are synced into ServiceNow. This optimizes data transfer and performance based on customer needs.
    • Integration Services: These are predefined services that handle specific interactions with each LMS, such as assigning courses to employees, syncing user identities, pulling course catalogs, and retrieving user activity and progress data. These services enable robust, automated data flow into ServiceNow’s learning environment.
    • User Mapping Flexibility (Cornerstone OnDemand): By default, users are mapped by email ID, but customers can customize this by overriding the getCornerstoneUser method to map by user ID or username, allowing alignment with internal user management practices.

    What Customers Can Expect

    • Automated LMS Integration Setup: Source records for supported LMS platforms are automatically created, reducing manual configuration effort.
    • Efficient Data Pulling: Customers can tailor synchronization frequency and scope (full or incremental) to balance data freshness and system load.
    • Comprehensive Learning Data Integration: Course information, user enrollments, progress, and activity data from external LMS platforms are consolidated within ServiceNow, enabling unified learning management and reporting.
    • Extensibility: Flexibility to customize user mapping and integration behavior supports diverse organizational requirements and user identity models.
    • Future-Proofing: Awareness of deprecated features like Legacy Workforce Optimization helps customers plan for upgrades and maintain supported configurations.

    When you integrate Coaching With Learning with third-party learning management systems, the source record for Cornerstone OnDemand, Pluralsight, and Udemy applications are automatically created in the Enterprise Service Management Integrations Framework. These source records contain a predefined set of properties and integration services.

    Important:
    Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.
    Table 1. Integration source record for Cornerstone Ondemand
    Field Description
    Name Name of the record in Enterprise Service Management Integrations Framework: Cornerstone.
    Properties Set of properties that are predefined for Cornerstone OnDemand application.
    • page_size: Number of records that are pulled through an API call from Cornerstone OnDemand application.
    • full_pull: When set to True, all the active users and learning courses from the Cornerstone OnDemand system are pulled into the ServiceNow instance.

      When set to False, modified users, modified transcripts, and updated courses are pulled from the Cornerstone OnDemand system into the ServiceNow instance.

    • url_prefix: Deep link prefix to pull learning objects from Cornerstone OnDemand system during run time.
    • pull_offset_hours: The time, in hours, calculated from the last successful run for the next synchronization to occur

      For example, the last successful run was on 12/12/2021 at 17:00:00, pull_offset_hours is set to 5, and full_pull is set to False. The next pull fetches all the records that have been modified from 12/12/2021 12:00:00 until current date and time.
    Integration Services Services interact with Cornerstone Ondemand application to pull or push learning courses.
    • Course assign service: Assigns a course to an employee in the Cornerstone Ondemand application.
    • Sync users: Maps users in the Cornerstone OnDemand system to users in the ServiceNow system using email Ids.
      Note:
      If you want to use user_id or user_name field for mapping users, then overridegetCornerstoneUser method in the sn_lc.UserMappingUtil script.
    • Courses: Pulls learning courses from Cornerstone OnDemand system into ServiceNow.
    • User activity: Pulls details of user activity on learning courses from Cornerstone OnDemand system into ServiceNow.
    Table 2. Integration source record for Pluralsight
    Field Description
    Name Name of the record in Enterprise Service Management Integrations Framework: Pluralsight.
    Properties Set of properties that are predefined for the Pluralsight system.
    • page_size: Number of records that are pulled through an API call from Pluralsight.
    • full_pull: When set to True, all the learning courses are pulled from Pluralsight into the ServiceNow instance. When set to False, updated learning courses progress is pulled from Pluralsight into the ServiceNow instance.
    • pull_offset_hours: Value that is considered for pulling modified records.

      For example, the last successful run was on 12/12/2021 at 17:00:00, pull_offset_hours is set to 5, and full_pull is set to False. The next pull fetches all the records that have been modified from 12/12/2021 12:00:00 until current date and time.
    Integration Services Integration services interact with Plural sight application to pull learning courses into ServiceNow.
    • Courses: Pulls learning courses from Pluralsight into ServiceNow.
    • Course progress: Pulls the progress of learning courses from Pluralsight into ServiceNow.
    Table 3. Integration source record for Udemy
    Field Description
    Name Name of the record in Enterprise Service Management Integrations Framework: Udemy
    Properties Set of properties that are predefined for the Udemy system.
    • page_size: Number of records that are pulled through an API call from Udemy into ServiceNow.
    • full_pull: When set to True, all the learning courses are pulled from Udemy into the ServiceNow instance. When set to False, updated learning courses and learning course progress are pulled from Udemy into the ServiceNow instance.
    • pull_offset_hours: Value that is considered for pulling modified records.

      For example, the last successful run was on 12/12/2021 at 17:00:00, pull_offset_hours is set to 5, and full_pull is set to False. The next pull fetches all the records that have been modified from 12/12/2021 12:00:00 until current date and time.
    Integration Services Integration services interact with Udemy application to pull learning courses into ServiceNow.
    • Pull Courses: Pulls learning courses from Udemy into ServiceNow.
    • Pull user activity: Pulls details of user activity on learning courses from Udemy into ServiceNow.