Offline content from Knowledge Base in Servicenow

[Jacob27]

Hi Servicenow

In our Situation Management department at Arla Foods we strive to have 24/7 access to our knowledge. To be sure to have this, it is a big wish for us to have an offline edition of our knowledge base from ServiceNow. Is there an easy way to do this? We currently have 677 articles and the only way I can find to do this, is to do download each article separately.

Thanks in advance

Jacob Petersen

[tdf]

The usual requirement is going the other direction so this one is a bit of a flip from that.   Getting the content out itself isn't that bad.   The challenge you'll run into is with the images.   If you want quick & dirty, you could write a simple report that includes the Short Description and Text fields of the knowledge table.   The test field is the actual HTML of the KB article that you could use from there.   That report could be exported to whatever format you want it in and you have it.

If you want something more robust you could write a small tool to connect to ServiceNow using a web service and pull this out periodically and create the necessary HTML pages for you.   You could then use the same approach to pull the images out too.   This is literally the inverse of a relatively common (but complex) requirement of many implementations.

Not the prettiest, but it could work for you.   Hope this helps,

-tim

[SimonDunsmoor]

Jacob Petersen, does it have to "offline" from the Service Now instance or "offline" as in hard copy?   You could set up an Employee Self Service (ESS) portal and have those Knowledge Documents accessible from the internet.   Not sure how much functionality you'd want the support folks to have, but they'd be able to comment and even create an Incident if desired.

[Jacob27]

Thanks Tim

The quick and dirty solution with reporting is the solution I will be using. It seems to be working except from the pictures and links (As you already mentioned). It does what I need it to do.

I have now set up the report, and scheduled it to run every monday morning and send it by email to our common mailbox.

Thanks for you input and help. I really appreciate it 🙂

/Jacob