How Cortex Archives Work
Cortex Archive connects to one or more archive databases — the databases your source systems (Cherwell, ServiceNow, ManageEngine, etc.) store their data in. Cortex reads this data live and presents it through its web interface, but never copies the data into its own database.
This page explains the core architecture and the relationship between Cortex and your archive data.
Cortex's Own Database
Cortex has its own database (the Cortex database) that stores only Cortex's own configuration and settings:
- Data source definitions and connection strings
- User accounts and authentication settings
- Saved search configurations
- License information
- Cortex Actions and automation rules
- Audit logs and system settings
This database does not store any of your source system data.
Archive Database Connections
Cortex maintains an active read-only connection to each configured archive database. It reads:
- Record data — incidents, changes, problems, tickets, etc.
- Metadata — table definitions, field names, labels, layouts
- Relationship data — how records relate to each other
- Attachment data — file content stored in the database
Because Cortex reads the archive database directly (rather than copying it), the archive database must remain available as long as read access is needed.
Read-Only Access
Cortex uses read-only access to your archive databases. It never writes to them. This means:
- The archive database account needs only
db_datareader(or equivalent SELECT) permissions - There is no risk of Cortex modifying or corrupting your source data
- You can connect Cortex to production database backups or restored exports without concern
The Cortex database account requires broader permissions (db_datareader, db_datawriter, db_ddladmin) because Cortex needs to create and update its own configuration tables.
Supported Source Systems
Cortex connects to different source systems as follows:
| Source System | Database Engine | Connection Type |
|---|---|---|
| Cherwell (CSM) | SQL Server | Direct database connection |
| ServiceNow | MariaDB, SQL Server, or PostgreSQL | Connection to a restored export or mirror database |
| ManageEngine ServiceDesk Plus | PostgreSQL | Direct database connection |
| Web Help Desk | SQL Server | Direct database connection |
| Ivanti Neurons for ITSM | SQL Server | Direct database connection |
| Jira Service Management | PostgreSQL | Direct database connection |
| Generic SQL Server | SQL Server | Direct database connection (no pre-defined schema) |
ServiceNow Archives
ServiceNow archives have a unique architecture compared to other data sources. ServiceNow data is hosted on the ServiceNow cloud platform, so Cortex cannot connect to the production database directly. Instead:
- ServiceNow data is obtained either through a database export from ServiceNow (restored to a MariaDB, PostgreSQL, or SQL Server database), or through the Cortex Sync Utility's Table API mirroring.
- The archive database is a relational mirror, not the live ServiceNow instance.
- Cortex connects to this mirror database just like any other archive type.
For more details, see Getting your ServiceNow data and the ServiceNow Mirror Planner.
No Data Replication
It is important to understand that Cortex does not copy archive data into the Cortex database. The Cortex database contains only Cortex's own configuration. All archive data stays in your archive databases and is read by Cortex on demand whenever a user browses, searches, or views a record.