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.

View solution in original post

abhisheknirwan1 · ‎09-23-2019

Hi,

I have imported the articles through XML but in the target instance we have some mandatory fields how to map those fields while importing through XML

Thanks in advance.

AmitP4776760361 · ‎08-05-2025

XML Import:

by using this method, KB Article needs to be first exported as XML which also includes attachments.

Article Body - Formatting, images and attachments can be retained.

No field mapping can be done - not even manually.

KB Articles imported as XMLs will be directly published with same number of existing article and it will not have any workflow for updates. This means it is just static record with no workflow for any changes to be done in the future. Only Retire option is available but it is not working.

Excel Import:

At once, all articles can be exported from Instance from All > KB list view. (Please note that source

Instance All > KB list view fields to be mapped as per Excel file generated from target instance)

This option is flexible for mapping fields manually as needed in OOB fields from any customized fields.

Article Body - Excel export retains KB Article formatting as HTML codes. No challenges on format retentions.

When Import, it creates Articles with new Article number and follows the workflow.

Challenges:

a. Screenshot(s) embedded in the Article Body needs to be remapped from source instance after validating whether it is still the same or changes required.

b. Attachment(s) to be downloaded for each KB Article from source Instance and needs to be attached on target instance.

c. There is no easy way to identify which article has screenshots and/or attachments added. Hence, each article needs to be manually validated for screenshots and/or attachments.