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Confirm Connections with Customer Service

note

To complete the remaining setup, work with your customer service representative and provide the required information from your Barista configuration.
This ensures any customer-specific settings or integrations are finalized correctly.

Contact Customer Service​

Once you have completed the steps to integrate your Barista tenant with ServiceNow, contact customer service to:

  1. Enable knowledge base support
  2. Set variables

Create your Knowledge Base Filter​

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Confirm KB has been enabled and variables set as described above before proceeding.

  1. Log in to https://[instance].service-now.com.
  2. Navigate to the Knowledge Center (or Knowledge) module.
tip

On ServiceNow's Zurich release, the Knowledge UI does not allow copying the filter query.
To access the old UI, edit the URL:
https://<instance_name>.service-now.com/now/nav/ui/classic/params/target/kb_knowledge_list.do

  1. Apply filters for the articles you want to sync with Barista.
    • Typically, customers sync articles from a specific knowledge base or category.
  2. Do not include workflow_state=published in your filter — this prevents new articles from being ingested.
  3. Copy the filter query. You will need to provide it to customer service in the next step.

Contact Customer Service to Configure Variables​

With the filter query, contact customer service:

  1. Request that variables are added to your tenant.
  2. Request that sync status is started to pull knowledge base articles.