Elevate Documentation


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Following are Frequently Asked Questions regarding Elevate:

Common Elevate FAQs

 How can I install the Elevate apps in my ServiceNow instance?

See the Try Elevate page for instructions on how to request a free trial.

 How do I install Elevate?

See the Elevate Installation page for instructions on how to install the various Elevate applications.

 Why does Elevate require that the Explicit Roles plugin be installed first?

The Explicit Roles plugin is a relatively new plugin that, basically, enforces that every user in a ServiceNow instance has a ‘role’ of either snc_internal or snc_external. It was built to make it easier to understand internal vs external users when assessing permissions, access controls, etc. (prior to this, it was the absence of any role that dictated an external user, but that can be problematic).

These days, the Store generally dictates that you must use this plugin and these roles any time you have data or a widget that might be accessed by a non-role end user. Obviously, with the Attivio widgets on the Portal, this is the case - Many portal users will be otherwise non-roled, so they must have the snc_external role that the Explicit Roles plugin requires. So, the Explicit Roles plugin and these roles was used on all Attivio apps in order to satisfy the certification requirements.

Whether or not it should be an application dependency varies depending on the certifier who certifies your app. In the Attivio case, the certifier required that the plugin be a dependency, and so it is there.

It is worth noting that, in all new SN instances, this plugin exists by default. It should only be older customers (2+ years) that would not have the Explicit Roles plugin.

 
 I've requested a trial but do not see the Elevate apps on my Downloads tab.

Elevate application trials must be approved by Attivio. Once approved, you will receive an activation email and will see the requested Elevate applications on the Downloads tab in ServiceNow. This should not take more than one business day. Be sure to check whether the activation email has not been filtered by any junk or SPAM filtering. If you have not received your activation email after one full business day, contact Attivio.

 

 I am not able to install an Elevate application, what should I do?

See the Elevate Operations Guide for instructions on adjusting the logging level and other troubleshooting tips. If you're unable to resolve the issue, contact Attivio.

 Why do no results appear on any tab for any ticket?
  1. Go to Elevate Connector > Settings & Configuration.
  2. Confirm that the default Attivio Endpoint is healthy and active.
  3. Confirm that all connectors are healthy and active.
  4. See the Elevate Operations Guide for instructions on how to increase the log level and try again.
  5. If you're unable to resolve the issue, contact Attivio.
 Why do no results appear in the Self-Service Assist for any query?
  1. Go to Elevate Connector > Settings & Configuration.
  2. Confirm that the default Attivio Endpoint is healthy and active.
  3. Confirm that all connectors are healthy and active.
  4. See the Elevate Operations Guide for instructions on how to increase the log level and try again.
  5. If you're unable to resolve the issue, contact Attivio.

Elevate ITSM, CSM & HR FAQs

 How do I populated the External Knowledge tab?

See How To Add External Knowledge for instructions on how to work with Attivio to ingest your external knowledge and configure it to be included in the Elevate apps.

 How do include External Knowledge in Self-Service Assist?

See How To Add External Knowledge for instructions on how to work with Attivio to ingest your external knowledge and configure it to be included in the Elevate apps.

 How do limit the content which appears in Self-Service Assist?

See How To Filter Self-Service Assist Content for instructions on limiting the content which appears in Self-Service Assist.

 Why isn't auto-complete working in Self-Service Assist?

By default, Self-Service Assist includes an autocomplete feature which suggests search terms as you type. This feature requires a configuration in Attivio which should be set automatically shortly after you install the Elevate Connector and content begins to be ingested.

If autocomplete is not working in Self-Service Assist, contact Attivio.

Elevate Connector FAQs

 What should I do if testing the endpoint connection fails?
  1. Confirm the endpoint URL matches the one provided in the activation email. Try pasting the URL in a web browser, you should received the following response. Be sure the URL begins with https://.

    {
      fault: {
        faultstring: "Unable to identify proxy for host: wildcard.api.attiviocloud.com and url: /",
        detail: {
          errorcode: "messaging.adaptors.http.flow.ApplicationNotFound"
        }
      }
    }
  2. Confirm the Authentication Type is set to API Key and the API Key entered matches the one provided in the activation email, it should be a 32-character alphanumeric string.
  3. See the Elevate Operations Guide for instructions on adjusting the logging level and other troubleshooting tips.
  4. If you're unable to resolve the issue, contact Attivio.
 How do I specify which types of attachments should be included by Elevate?

Attachments to incidents, problems and knowledge base articles are ingested by Elevate Connector. By default, the following mime types are excluded by the connectors. This list can be adjusted by configuring the File Type Blacklist field under Advanced Settings under Elevate Connector > Configuration > Settings and Configuration in ServiceNow.

  • image/png
  • image/gif
  • image/jpeg
  • video/x-m4v
  • video/mp4
  • audio/mp4
  • application/octet-stream
  • application/zip
  • application/x-tar
  • application/gzip
  • application/x-7z-compressed
 One or more connectors reports Healthy=false, what do I do?
  1. Click on the connector to access its configuration.
  2. Click the Reprocess Any Errors link. This will trigger the reprocessing of any of its jobs which had chunks that experienced errors.
  3. If the previous steps do not result in the connector reporting Healthy=true, see the Elevate Operations Guide for instructions on adjusting the logging level and other troubleshooting tips.
  4. If you're unable to resolve the issue, contact Attivio.
 A connector is healthy but no documents are being sent, what wrong?

Connectors, by default only send new or updated content to Attivio. The content can also be limited by one or more filters.

  1. Check the connector configuration that the correct table is selected.
  2. Check the configured filters (if any exist).
  3. Confirm that there is new or updated content since the time listed in the Latest Change Synced field.
  4. See the Elevate Operations Guide for instructions on how to increase the log level and try again.
  5. If you're unable to resolve the issue, contact Attivio.

Analytics FAQs

 Why can't I access the Elevate Analytics?
  1. Confirm you are using the correct URL, username and password provided in the activation email.
  2. If you're unable to resolve the issue, contact Attivio.