Please tell me how to import the e-mail to the kb_knowledge.list

[KOHEIYAMADA]

I want to use the vast amount of past emails as knowledge articles.

As a possible method:

　1. Import emails into kb_knowledge.xlsx using VBA.
　2. Import kb_knowledge.xlsx into kb_knowledge.list.

I think the VBA's code will be very difficult.
If you have a VBA sample, could you provide it?
I would like to use it as a reference.

Also, if there is a completely different method, Please teach me.

[Mark Manders]

Emails as knowledge? What is your use case? How are emails ever going to be pure knowledge articles with all the 'kind regards', signatures, hello's and unrevised explanations? 

[KOHEIYAMADA]

Thanks for your reply.

The client who consulted us doesn't have a knowledge system.
So they search through huge amounts of emails to check past correspondence and solutions.
They want to use this information as knowledge articles, so they asked the community for advice on how to migrate.

I also don't think that emails can be used as is.
I think that emails need to be processed before being imported.

[yuvarajkate · Accepted solution]

There are two ways you can do this i think.

1. By Manual Import

• Export emails to a readable format like CSV or text.
• Clean and process the data to remove signatures, irrelevant text, and duplicates.
• Import the cleaned content into ServiceNow's Knowledge Management module.

 

2: Automated Import with Email Parsing

• Use ServiceNow's Inbound Email Actions to process emails automatically.
• Parse the email body and convert it into a knowledge article.
• Assign metadata (category, tags, author) dynamically.

[KOHEIYAMADA]

Thanks for your reply.
I have an additional question about "Automated Import with Email Parsing."

Is there any documentation or manual that can help me understand the specific steps?
I don't have much knowledge of ServiceNow, so it would be great to have a document that walks me through these steps.

Thank you.