Moving a KBA from one Knowledge Base to another Knowledge Base

[Rum]

Hello,

Our ServiceNow contains two knowledge bases - IT and Self-Service.

* IT - for IT personnel access and create KBA

* Self-Service - for everyone (including non-IT folks) to access self-help...etc.

I created a KBA a while back under IT knowledge base (How to Export / Print Knowledge Article to PDF). Back then we were not sure if we wanted everyone to access ServiceNow. However, recently we have implemented Service Portal that allows everyone to access knowledge articles. Non-IT employees can only access view only KBAs in Self-Service knowledge base.

Is there any way to move the current KB article that I created under IT knowledge base to Self-Service knowledge base, which allows non-IT folks to access the article, rather than Retire the current one and re-create the article under Self-Service knowledge base?

Thanks

Rum

[JamesLyleYoung · Accepted solution]

You should be able to update/edit the Article.  Update the KB field and Category field to put it in the appropriate KB and Category, and save the record.  Depending on your workflows, it may auto-publish or have to be approved. 

[Eoghan Sinnott · Accepted solution]

Hi Rum, 

You should be simply able to just change the "Knowledge Base" from the drop-down on the knowledge article level. When you are editing the article select the "lookup using list" icon to show available knowledge bases. Your Self-Service Knowledge base should show here. Also be aware that you would need to change the Category associated, as categories are unique to the knowledge base.

Regards, 

Eoghan

Please consider marking my reply as Helpful and/or Accept Solution, where applicable. Thanks!

[JamesLyleYoung · Accepted solution]

You should be able to update/edit the Article.  Update the KB field and Category field to put it in the appropriate KB and Category, and save the record.  Depending on your workflows, it may auto-publish or have to be approved. 

[Eoghan Sinnott · Accepted solution]

Hi Rum, 

You should be simply able to just change the "Knowledge Base" from the drop-down on the knowledge article level. When you are editing the article select the "lookup using list" icon to show available knowledge bases. Your Self-Service Knowledge base should show here. Also be aware that you would need to change the Category associated, as categories are unique to the knowledge base.

Regards, 

Eoghan

Please consider marking my reply as Helpful and/or Accept Solution, where applicable. Thanks!

[wow-on-now · Accepted solution]

You can always change the Knowledge Base and Category in the form for a knowledge article provided you have write access to the Knowledge Base you are trying to change to. 

Once you change the Knowledge Base, the article will follow the workflow configured for that new Knowledge Base for publishing. 

One thing to remember is that if you are using Knowledge Blocks then they will not work in the new Knowledge Base and you may need to either move the blocks or remove them. Knowledge Blocks are limited to a knowledge base. 

Hope this helps. Pls mark helpful if it does. 

[Vickie Runyon]

Moving from one KB to another depends on the template used to create the article. If the Standard template was used, then, yes, simply changing the KB in the dropdown will work. If it is a custom template, then it will not work as templates are specific to KB and put the data into a custom table. It would not know how to translate the data from the separate fields into the Standard (or custom) template in the destination KB.

And, as others have said, the Category is also specific to the KB so it would need to be updated too.

Knowledge Blocks are also specific to KB, so if the article has any, those would be lost in translation.