Troubleshooting / FAQ

Source System: Drupal

Locked or Restricted Content

In Drupal, certain content may be hidden or restricted (for example, unpublished nodes or items flagged “Do Not Index”). Such content is automatically excluded from traversals if the connector’s credentials and permissions do not allow viewing them.

Content Traversal

Content Structure

The Drupal connector generally traverses content based on the following hierarchy:

Nodes (Primary content; e.g., Articles, Pages, or custom content types)
Taxonomy Terms (if used to organize content)

Each content traversal respects the Drupal settings that influence content visibility and publication status.

Versioning Settings

Drupal installations often implement content versioning. The connector traverses only the latest published version of a node. If a content approval workflow is enabled, only the approved version is indexed.

Principal Traversal

Drupal Connector does not use a dedicated ACL system. All content access is available for all user roles and permissions.

ServiceNow AI Search

Items not found in AI Search Service Portal

The history table does not indicate any failures and connector processed the expected number of items into AI Search index. In the Service Portal Search, the items cannot be found.

Check under AI Search → Search Profile → Default Search Profile if your Indexed Source is attached and linked to the profile.

In the example above, the search source Confluence is correctly linked to the Default Search Profile.

Verify that the connector completed at least a single principal traversal. Starting from Quebec, all items processed by the connector are protected with Access Control List. The Access Control List assigned to items can be only resolved if principal information from the source system has been synchronized to AI Search. In order to verify that the expected principal relations have been synchronized, login to ServiceNow with the role ais_high_security_admin, elevate the role and type <user_mapping_table>.list in the menu box, while <user_mapping_table> can be retrieved from the option User Mapping Table in the connector configuration.

In case you are missing an user record in the table or expecting the internal and external user mapping to be different, revisit your Aliaser Configuration in the Advanced Connector Configuration.

View Configuration Navigation Hotfix

Entity View Action Mapper(EVAM) → View Definitions → View Configurations

Search for Raytion Confluence Connector Search Results

EVAM View Config Action Assignment M2Ms → Link Existing

Link the Navigation action

Update View Config

Unable to access jarfile error (installation on Windows)

This error occurs when the installation path exceeds the maxium Windows path length of 260 characters. Ensure that the full path to bin\connector.bat does not exceed 260 characters.