Bulk import of knowledge articles which are in word without losing the formatting

[Srikanth Menava]

Hello community experts,

I am working on a project  involved in migrating all the legacy word documents to ServiceNow knowledge articles there are 800 of them. I am trying to get all the content in the word document(including the pictures and tables) without losing the format from the original word document. 
  I tried different approaches to import them.

1) I tried the 'import article feature that ServiceNow provides (where I can bulk import the word documents and they are converting into Servicenow knowledge articles) it is working fine with the text, but I am losing all the formatting and the image sizes are corrupt, meaning the images are coming into the knowledge article, but they are crooked. It is impossible for me to go through every single article and correct what I am missing.
2) I tried opening a single word document and copy and pasting all the text in Servicenow article body field when doing this most of the images are coming, but are crooked again.

3) I also tried converting a word document into HTML format I tried to copy and paste the whole html syntax into the article body field in Servicenow by doing this I am getting the body OK but all the images are not coming. Upon checking, I realize that that images are stored in a separate folder. I am unable to attach the images to the knowledge article cause it is giving me the following error - 'The MIME type, file extension, or file type could be invalid or unsupported. Please contact your administrator for assistance.' so I ended up looking into the following system property 'glide.attachment.extensions' but value is empty, which should allow all the formats.

So I don't know where the error is coming from. I read on community asking me to import this into images to get sys_id's of all the images and replace the source in the HTML text. Which is not possible too.

Can anyone give me the pointers on how to bulk import knowledge articles without losing formatting from the legacy word documents(from 1990's so getting source of the images is impossible).

[Dr Atul G- LNG]

Hi @Srikanth Menava 

I think this is an expected behavior. It’s not always easy to ensure that formatting remains intact when you import the KB. You can reach out to Now Support to check if the team has any workaround, otherwise, this behavior is as expected.