How to Import knowledge articles with attachments??

naveenmyana · ‎08-02-2017

Hi Everyone,

I have to import 7000 knowledge articles from one servicenow instance to another servicenow instance with attachments, Please let me know the steps to achieve this one, I have seen a lot posts here but didn't find the right solution yet.

Thanks,

Naveen

Chuck Tomasi · ‎08-03-2017

Export to XML and break it in to smaller chunks (say 1000 or 500 at a time.) Then do the imports. I suspect the attachments are taking most of the system rather than the actual knowledge base articles.

It si imperative that you preserve the sys_ids using export/import XML so the attachments are retained.

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Chuck Tomasi · ‎08-04-2017

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Thank you

naveenmyana · ‎08-07-2017

Hi Tomasi,

How can we break up the XML into small parts, I have exported to xml file and the size is more than 100 mb. How can i break this into small parts, Please suggest??

Chuck Tomasi · ‎08-07-2017

You have two options.

Option 1: Make several copies of the 100MB file and start taking out specific sections of each file (e.g. first 100 records in the first file, next 100 records in the next file, etc). You REALLY need to know what you're doing with XML for this one to work. One wrong line missing and your import could fail.

Option 2: Do the export in chunks. This is much easier and less prone to human error. The challenge is keeping track of what's been exported already

himani_sharma · ‎02-23-2018

Hi Chuck

I have a question .One of our clients have knowledge articles in word .These documents have been generated from another source.They have been converted from HTML to Doc format,thus the format i not correct (position of images and paragraphs are not placed correct).In addition the conntent is not correct.

What is the best practice: where should these knowledge articles be imported ?

1.directly in prod and edit them in production

2.or in dev?

In my opinion best pratices is to edit and fix word documents and so import in production or else if client want to edit them i servicenow so it should be done in dev first and then do an xml import to import to production.

I would appriciate your input on this .

regards

Himani

dvelloriy · ‎09-19-2018

Hi Chuck, Good Morning. So to post my question here.

We have around 17,000 articles in HP Service Manager (HPSM team would be providing those in xml format).

I want to know what would be the best approach to import these 17k articles from HPSM into ServiceNow. Some of the articles will be having images and attachments in different format. Will we be able to retain that?

Thanks.