Troubleshooting / FAQ

Source System: Microsoft SharePoint Online

Locked Site Collections

In Microsoft SharePoint Online, site collections can be locked. Sites locked with NoAccess will be excluded from any traversal.

Content Traversal

Content Type Hierarchy

The Microsoft SharePoint Online connector iterates over the following hierarchy for every discovered site collection:

  • Site Collection

    • Root Site

      • Lists

        • Items & Folders

          • Attachments

      • Document Libraries

        • Files & Folders

      • Sub Sites

        • …​

Each content traversal considers some advanced source system settings implicitly.

Traversal Flags

If set, the following flags result in the exclusion of documents:

Flag Context Description

NoCrawl

Sites & Lists

The advanced site and list settings provide an option to prevent content from being indexed into search.

Hidden

Lists

Microsoft SharePoint Online lists can be configured as hidden.

IsPrivate

Lists

Microsoft SharePoint Online lists can be configured as private.

IsCatalog

Lists

Internal lists which are used for the content management are marked as catalogs.

List Advanced Settings

Setting: Item-level Permissions

In order to restrict the access to list items Item-level Permissions can be defined. If the property Read items that were created by the user is checked, the traversed list documents can only be read by the author and the site collection admins. Cancel Checkout permissions are not supported by the connector.

List Settings → Advanced Settings → Item-level Permissions

List Versioning Settings

Setting: Item Versioning

Lists can be configured to generate versions in case items are altered. The connector does only traverse the latest version of a given item. If, however, content approval is enabled, only the latest published / approved version of an item will be traversed.

List Settings → Versioning Settings → Content Approval

Principal Traversal

The ACL for documents extracted from Microsoft SharePoint Online contain the following types of principals:

Type Example Description

Site collection group

https://domain.sharepoint.com/sites/sc:<siteGroupId>;

Connector defined reference to a SharePoint Online site collection specific group.

Entra ID group

1b6943f1-5983-45a5-a259-3a553de4c79f

The object ID of an Entra ID group.

Entra ID user

user@domain.onmicrosoft.com

The user principal name of an Entra ID user.

Everyone, except external

spo-grid-all-users

Microsoft SharePoint Online specific role, which includes all active and Member typed Entra ID users.

Everyone

all

Role which includes all Entra ID users.

The principal synchronization performs following tasks:

  • Resolution: Site collection groups (memberships)

  • Resolution: Entra ID groups (member- & ownerships)

  • Resolution: Roles (memberships)

  • Streamlining: Adds additional principals, so the Entra ID synchronization can be shared between connectors of different source systems.

Optimization: Principal Traversal

In case multiple Entra ID based connectors should be run in parallel, the Entra ID synchronization tasks would be run multiple times. This can be prevented by setting up one connector to perform the complete Entra ID synchronization and all other connectors to focus only on the source system specific principals.

If the Microsoft SharePoint Online connector should perform the full Entra ID synchronization, the principal synchronization algorithm Full SharePoint Online and all Azure AD groups and users can be configured. Otherwise, only Microsoft SharePoint Online specific principals can be resolved via the algorithm Only SharePoint Online groups.

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.

Default Search 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.

List User Mapping Table

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

EVAM View Configuration

  • Search for Raytion Confluence Connector Search Results

Confluence View Configuration

  • EVAM View Config Action Assignment M2Ms → Link Existing

Navigation Action

  • Link the Navigation action

Navigation Action

  • Update View Config

Update Confluence View Configuration

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.