How to update content of multiple knowledge articles simultaneoulsy?

VinayKanth · ‎03-02-2022

We need to update the content of multiple KB articles within a Knowledge Base. The content is basically the Escalation group name or a URL (Inside the description of the article).

How to do a mass update on multiple articles simultaneously without altering the other content?

Eg: 25 articles have to be updated with new Escalation group name within the content.

kenv · ‎03-02-2022

A find and replace by knowledge base is definitely needed. We have been asking for this for many years. This is the same use case we run into frequently as teams are rebranded. We shouldn't have to rely on a ServiceNow admin to create a script for this. The KM team should be able to find and replace these names and urls or any specific text when needed in a knowledge base.

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Lauren Methena · ‎03-03-2022

Hi, @VinayKanth ! You can pull down a template from the knowledge base which will essentially give you a massive excel spreadsheet of all your knowledge articles.

Whatever you do with this spreadsheet, don't mess with your sys_id - that's how the system will track back all the articles back into the system from the spreadsheet.

Each field for the article (i.e., article title, owner group, category, etc.) will be represented by a column.

Best practice: Only keep the columns/fields that you're making changes to. (We didn't do this and we accidentally altered content we didn't intent do alter - so if that field is fine as-is, take it out before you upload - that way, ServiceNow will only upload the changes for you.)

Find the 25 articles you want to make changes to, update that field, keep your sys_id column, and upload into the system.

We just used this method to update categories for nearly 800 articles. Was much faster than having to check everything out. Had to work with my system admin to make it happen.

Hope this helps and gives you some ideas!