Hi Team,
Currently, Gainsight retrieves object and field metadata by making sys_dictionary (metadata/attributes) API calls to the ServiceNow instance. Due to their internal API consumption constraints, the customer would like to avoid these sys_dictionary calls.
Instead, they have proposed providing the required object and field metadata as a CSV file (or equivalent metadata export) that contains all necessary object and field definitions. They would like Gainsight to support importing this metadata and configuring it within the connector so that both standard and custom ServiceNow objects can be discovered and used without requiring metadata API calls to ServiceNow.
Business Need
- Eliminate
sys_dictionaryAPI consumption for metadata retrieval. - Allow customers to provide object and field metadata through a CSV import (or similar mechanism).
- Enable configuration and visibility of custom ServiceNow objects in Gainsight using the imported metadata.
The customer is looking to understand whether this capability can be supported as a product enhancement or if there are any alternative approaches that would meet this requirement.