No matching reference value found when I tried to update knowledge article by using easy import

[takazawa issei]

Hi there,

I want to update category of knowledge by using "easy import". (I am using Excel file to update knowledge category)

First, I set value "GoogleMeet" on kb_category on Excel file.(Please refer to the image below.)

When I tried to upload the Excel file, error was displayed "No matching reference value found for No matching reference value found for Category. Please use an existing reference value."(Please refer to the image below.)

Next, I set value syd_id of knowledge category on kb_category field.(Please refer to the image below.)

When I tried to upload Excel file again, the same error was displayed.(Please refer to the image below.)

If I click the button "Ignore Row Errors and Complete Import", knowledge article is updated.(Please refer to the image below.)

I would like to ask:

1. Why it kept displaying "No matching reference value found for No matching reference value found for Category. Please use an existing reference value."? What is this error mean?

2. Is it okay to click on button "Ignore Row Errors and Complete Import"?

Thanks in advance.

Regards,

Issei

[Mario Quinones1]

There is a difference between the category label and value, is "GoogleMeet" the value or the label? you need to use the value

[takazawa issei]

Hi Mario,

Thank you for your reply.

"GoogleMeet" I used is the label.

So I tried to use value, but the same error was displayed.

What should I do next??

Best regards,

Issei

[Mario Quinones1]

It is because the KB has those 2 category fields

  -> This is just an string

And

  -> This is a reference to the kb_category table, go to <>.service-now.com/kb_category_list.do and if the value for GoogleMeet is the same, try with the sys_id

[Mario Quinones1]

I just tested in my dev instance and works fine (KB0000031)

Can you please mark my comments helpful or/and correct if this works for you