Monday, 2 August 2021

Bring external data into Microsoft 365 using Graph Connectors - a ServiceNow example

Microsoft 365 has become the centre of the digital universe for many organisations, and it makes sense to explore the integration of other platforms and data sources so that the employee experience is simpler and less fragmented. A great example is search - perhaps most of the organisation's documents are now in Microsoft 365, but when technical knowledge base articles are stored in ServiceNow, client data in Salesforce and there's still a file share of archived (but still useful) content, the net result can be a lot of context switching and time lost to searching. No wonder those McKinsey and IDC research papers suggest an average knowledge worker spends 20-30% of their time simply looking for information. 

The benefits of providing a consolidated search experience often increase as each additional location is integrated - great things can happen when data in a certain system is made more accessible or put in the line of sight of new audiences. The sales and marketing teams might spend all day in CRM, but when client data is put in front of other groups in the company that can help others make better decisions too. In Microsoft 365, the Graph Connectors framework makes this possible - so that's what we're looking at here. 

This article comes in two parts:

For us here at Content+Cloud, a good example of a valuable content source is ServiceNow - it's the platform that powers the Managed Services Provider side of our business, providing core ITSM capabilities around problem/incident/change management as well as various forms of automation, AI and analytics which help us maintain a great service. Something that ServiceNow does quite well is knowledge base tooling - which isn't the easiest thing for me to say as a Microsoft person immersed in Viva Topics and SharePoint Syntex. But it's true - ServiceNow has all sorts of concepts like the Article Quality Index scoring mechanism, the ability to create knowledge from tasks easily and identify possible duplicates - capabilities that suit it's role in providing curated knowledge to support engineers where misinformation can be disastrous. We follow Microsoft and ServiceNow integration closely here at C+C, and there have been LOTS of recent developments - one example is a Microsoft Graph Connector for ServiceNow, and when this became available I knew it would be something useful for us. 

Integrating external data with Microsoft Graph Connectors

At the time of writing Microsoft provide nine native connectors:

In addition, the Microsoft Graph connectors gallery provides a showcase of 3rd party connectors created by other vendors - usually these are paid products, but allow you to go beyond what's possible with Microsoft's connectors. Finally, it's possible to create your own Graph connector as illustrated by the Graph connector GitHub sample

A single framework and approach for all sources - not just ServiceNow
In this article I use ServiceNow as the external data to bring into Microsoft 365, but with Graph connectors the process is 90% the same regardless of data source. So if you want to connect to Azure SQL, Azure Data Lake, a file share, Salesforce or any of the other above sources, the process is much the same. 

The work you do on the non-Microsoft 365 side is generally around creating an app registration or account for the connection to use. You might need to take care of additional things around authorisation and permissions, but there's some flexibility in this in the Graph connector side too. 

Improving search and discoverability through integration 

Being able to index content in other systems allows you to provide a consolidated experience, with the additional location appearing as a search vertical (tab) in the results. You can control how results are displayed, including changing the pieces of data shown and the formatting. Clicking the tab runs your search across this content source (i.e. ServiceNow in my case): 

Viva Topics and Graph connectors
Being able to search and discover across other sources is powerful, but in the future Viva Topics will also be able to use external sources for knowledge gathering. This has the potential to make a huge impact in organisations where authoritative content is split across multiple repositories. Viva Topics will not only do the hard work of identifying, organising and surfacing knowledge across platforms - but will also "bring the knowledge to where the user is" through the topic cards which appear in Teams, Outlook and SharePoint. That could be very compelling indeed as a way to unify platforms and ensure data is brought into the core digital workplace experience.

Configuring the link between Microsoft 365 and ServiceNow

Configuring an OAuth app registration in ServiceNow

In the case of ServiceNow, the first step is to create an OAuth endpoint in ServiceNow for your Graph connector to use. This is documented at ServiceNow Graph connector for Microsoft Search. In my case I'm using a ServiceNow PDI (Personal Developer Instance) and the authentication type I used is ServiceNow OAuth. Here's what my ServiceNow endpoint looks like:



In ServiceNow authZ/authN, a ServiceNow account is also required for the connection - this needs to have access to the knowledge role in the platform. The app registration and the identity are used together in authentication.

Once you have ServiceNow side in place, it's time to create the Graph connector in Microsoft 365.

Creating a Graph connector in Microsoft 365

To start, head into the Admin Center and into Settings > Search & Intelligence.

Look for the 'Data sources' tab and click 'Add':



Select ServiceNow as the data source:

On the next screen you supply a name, ID and description for the connection - these can be any values you like but the ID can only contain alphanumeric characters:

The next screen is where the actual ServiceNow instance details are specified:


When the 'Sign-in' button is clicked a pop-up window will appear for you to login and provide in ServiceNow - the credentials to use at this point are those for the identity which has the knowledge role in ServiceNow:

You are then taken through a consent flow for that user:

Once the consent is granted the connection is tested by Microsoft 365 and the result shown:

The next few screens allow you to specify exactly how the ServiceNow data should be indexed. This process will be different depending on your data source, but for ServiceNow I can first pick the properties/fields to bring in and any additional filter I want to supply: 


The connector does a great job of specifying good defaults on your behalf. For example, in the "Filter data" section above you can see a default query string being used to filter out ServiceNow KB articles which aren't active or at a state of 'published' - this will be what you want in the vast majority of cases. 

The Graph connector framework has a nice preview capability to help you see the results ahead of full configuration. Hitting the 'Preview results' button gives me a few records from the external source:
 

Security trimming is the next section - depending on the connector used and how you configured authentication, you can specify that permissions in the underlying data source are respected so that the viewing user doesn't see anything different to within the source system:


I allow 'Everyone' to be used in my case, since I'm effectively using a form of app authentication (ServiceNow OAuth + ServiceNow named user) rather than delegated auth with the user's identity which would support this.

In the next step we map properties in the external source to properties in Microsoft 365 search - effectively the same as SharePoint managed properties for those familiar with those. This allows a common set of properties to be used across different content types within search - so that there's always a title, URL, last modified timestamp etc:


Related to this, you can set which properties are Queryable, Searchable, Refinable and Retrievable within Microsoft search. This allows you to control which you might want to use as refiners/filters in search and which can be queried on - for example, you might want to query on a person name and have it return ServiceNow articles where he/she is the author.

Again Microsoft's ServiceNow connector does a great job of providing defaults so you can probably accept them and continue:

The final config setting is how often the indexing process from Microsoft 365 to the source should run - with settings for an incremental and full crawl:


The config is now complete, so let's review settings before confirming:


It's now for Microsoft 365 to publish the connector and start indexing the external source


The result


Once the indexing has happened Microsoft Search is able to show results from the external data source, as shown earlier:


Courtesy of what is now known as 'Microsoft Search in Bing', another surfacing point that will be interesting to some is Bing itself - if it suits me, I can go direct to Bing in my browser and if the integration with my workplace is enabled I get the same results there too in the 'Work' tab:


By extension it should be possible to enable Windows search to cover this too - meaning you could hit the Windows key, type a search term and it search all configured sources including your external data source brought into Microsoft 365 through your Graph connector:


Wrap-up

So that's the process and it's not too difficult - most of the effort is on the side of the external system since that's where you'll need to configure authentication. In the next post we'll look at controlling the appearance of search results with:

  • Custom search verticals
  • Custom search result types

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