This page contains the most frequently asked questions about Coveo for ServiceNow.


With which versions of ServiceNow is Coveo for ServiceNow compatible?

Coveo for ServiceNow is compatible with the following ServiceNow releases:

  • Washington DC (Coveo for ServiceNow v23.2.2+)

  • Vancouver (Coveo for ServiceNow v23.2.2+)

  • Utah (Coveo for ServiceNow v23.1.3+)

How do I install Coveo for ServiceNow?

Follow the Deployment guide.

I’m being denied access to a Coveo organization from within ServiceNow. What can I do?

Ensure that you were invited to a Coveo organization. You can log in to your organization using one of the single sign-on options. Check with the person who invited you that the email address they provided is the same as the one you’re using to sign in.

Can I deploy Coveo for ServiceNow within a development environment?

Unfortunately, ServiceNow development organizations don’t allow trials. The only way to install Coveo for ServiceNow is to do it through our vendor instance, or through a regular customer organization or sandbox.

Yes. If you already have a Coveo organization linked to another Coveo product, you can link it to ServiceNow as well.

Are ServiceNow permissions supported?

Coveo for ServiceNow only partially supports ServiceNow permissions. Coveo supports ServiceNow base system roles, user criteria, ACLs, and domain separation. Coveo does not support ServiceNow advanced (scripted) permissions. However, you can replicate the advanced permissions using query filters, or you can use custom table fields to index user permissions in user criteria records with advanced permissions.

Does Coveo for ServiceNow support ServiceNow database encryption?

Yes, Coveo for ServiceNow can index the content of an encrypted ServiceNow database.

What’s the Coveo for ServiceNow release schedule?

Coveo for ServiceNow integration releases typically coincide with ServiceNow releases, which are released at the end of Q1 and Q3.

Can I add a recommendation component to an article page?

Right now, it can be done as a custom implementation.

Why are the results returned by Coveo for ServiceNow so plain-looking?

This is a normal step in the configuration process due to specific fields being displayed according to the default templates. See Verify and Edit Your Source Field Mappings to start creating and customizing the fields.

I can’t edit an object in my organization. What’s happening?

This is likely an issue with the scope. Try to change the scope of the desired object:

  1. Navigate back to any main page.

  2. Click the cogwheel icon.

  3. Navigate to the Developer tab.

  4. Change the Application value to the scope of the object you’re trying to edit. If you don’t know it, try Global and AI-Powered Search & Knowledge Recommendations by Coveo first.

Getting familiar with ServiceNow

We recommend that you read the ServiceNow documentation and has therefore picked several pages that will help you understand key concepts of Coveo for ServiceNow. You must however ensure to read the documentation corresponding to the version of ServiceNow you use.

There are three important ServiceNow concepts you need to be understand to successfully deploy ServiceNow in a more custom, less standard ServiceNow instance. These terms and concepts are however subject to change with different ServiceNow releases.

In addition, ServiceNow has a partner portal offering further information. Ask your IT department for an access to this environment.

Update sets

Update Sets are ServiceNow’s way of managing multiple developers, versions, and installations of applications within the main platform. If you’re new to update sets, the ServiceNow Get started with update sets documentation page contains a good overview of everything you need to know about working within them.


Ensure you’re working within your update set at all times; this way, changes are tracked and can be removed or carried over into other instances. For more information, see the Update set use page.

Additionally, ServiceNow has the ability to batch update sets, which allows for easier installation and changes. For details on update set batching, see Update set batching.


There may be multiple applications installed in the ServiceNow instance you’re working within. Tables, forms, pages, and portals may all be linked to different applications. This might not be stated explicitly, and you might find yourself unable to modify, save, or edit a form (that is, in the form designer, sections may be grayed out and unresponsive).

To begin, ensure that you understand how applications work in ServiceNow. If pages are application-separated, there’s likely a reason.

If you’re certain you need to edit something in a different application, click the cogwheel icon in the upper-right corner, then click Developer, and then select the desired application. Alternatively, you can also make your change right from the dropdown menu in the header.

If you’re unsure in which application a page resides while editing it in the Page Editor, you can click Open in Platform from the customization menu. An error reading This record is in the <target application> application, but <current application> is the current application will most likely appear. You can then navigate to the mentioned application and will be able to use the Page Editor as intended.

Domain separation

The reason a form layout and designer may be different has to do with domain separation. The two most common domains you should encounter are Global and TOP. Global is the view that anyone not assigned a domain sees, while TOP usually cascades down into many other views. Usually, TOP is used, but it can change, so check which one will be used.

A technicality can cause changes made in a domain to affect the same form in a different domain. For example, you may have a default view in TOP and a default view in Global. Editing the default view in either domain shouldn’t affect the other, but there are situations where it does. The best way to avoid this is to only develop in one domain. However, if you need to work across multiple domains, check this knowledge article.


If a functional form ever looks broken in the form editor, it likely is just in a different domain. Do not edit the form from your current domain.

See the following ServiceNow documentation for more information on domains: