Moving KB Articles from a third party system to ServiceNow

[Vishnu N]

Hi All,

We have a third party system that has around 4400 articles and we are trying to migrate these articles to ServiceNow as knowledge articles. Considering the amount of articles, is there a way to migrate these quickly?

I have looked at Knowledge Management - External Content Integration plugin but this requires plugin activation and configuring a connection with the third party system. We are not planning to use the third party system as a search source as it will be retired.

The articles can have images, links etc in them. Any leads on this functionality is appreciated.

Thanks

[Tom Sienkiewicz]

I don't know of any easy way to do this... you could build a dedicated REST integration (e.g. using Import Set API, or scripted REST API), to insert the records into kb_knowledge.

Definitely this would require mapping the old/new categories etc.

For images, I believe you would need to have a logic that detects an image in the source (possibly by analyzing HTML tags, using RegEx), and then inserts an attachment into ServiceNow and embeds this image into KB. I would recommend looking at some articles in SN to analyze how those images are stored etc.

For hyperlinks - that is again a bit of a challenge. Hyperlinks to external systems should be fine, but if you have hyperlinks to othe rarticles, that might be a bit of a problem. If the old syatem stores the articles' unique key as part of the hyperlink, you can try to import the old key into a custom field in SN, and then run a fix script to automatically replace the old hyperlinks to new ones, and replace old keys with ServiceNow ones.

there is a plugin that can import Articles but it just adds them as attachments AFAIK:

https://docs.servicenow.com/en-US/bundle/sandiego-servicenow-platform/page/product/knowledge-managem...

[Hitoshi Ozawa]

Hi Vishnu,

If articles can be exported to Word files, ServiceNow knowledge is able to import Word files. (Knowledge > Articles > Import Articles

https://docs.servicenow.com/en-US/bundle/sandiego-servicenow-platform/page/product/knowledge-managem...

[Venkat75]

It requires detailed approach for migration.

you may have take decision based on how the knowledge is content is present in thrid party tool.

if the third party knowledge application is a standalone server inside the business , you could explore the data sources, import sets, transform maps and bit of post processing the data.

In service Now, if you are using different knowledge bases, knowledge articles and knowledge blocks. probably, you may have to plan knowledge base wise data transformation. In data transformation knowledge blocks first need to be loaded then knowledge articles.  note, you may have to write a HTML markup to link knowledge blocks to knowledge articles.

Post transformation, you might be needed to use regular expression to parse images and links if any.

[Kailash Bhange]

Hi Vishnu,

Please check if below Article helps you.

https://community.servicenow.com/community?id=community_article&sys_id=eb7691a0db217410fb4ae15b8a96196f

Hope this helps.
If my answer resolves your issue, please mark my answer as ✅ Correct & Helpful based on the validations.

Thank You!
Regards,
Kailash