Best Way to Move Content into a ServiceNow Knowledge Base
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a week ago
I'm looking for the most effective way to migrate Confluence Wiki pages into ServiceNow Knowledge Bases. Has anyone found an effective way to import content from Wiki most directly into SN, while honoring the KB workflow (e.g., an easy import, a trigger for the content to be reviewed by the content owner, etc.)? Thanks!
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a week ago
There's no one-click answer here, but the path most teams end up on is a scripted import using SN's Table API (or an import set into kb_knowledge) paired with a Business Rule or Flow that flips the workflow_state to "draft" on insert so it lands in the right state and triggers the normal review process. That way the content doesn't just appear published -- it drops into the standard KB workflow and the knowledge manager gets the approval task like any other article. For the Confluence side, most folks export to HTML or use the Confluence REST API to pull page content, do a quick scrub on the HTML, then POST it into kb_knowledge via a script. Inline images are the annoying part -- you'll need to pull those separately and reattach them to the SN article.
Worth checking the SN Store too -- there are a couple of certified Confluence-to-KB apps (search "Confluence KB" on the store) that handle the heavy lifting including attachments and link preservation. If you've got a large volume of content or limited dev time, those are worth evaluating before rolling your own.
