question Re: Import of Word Documents to ServiceNow Knowledge base in Training and Certifications forum

Import of Word Documents to ServiceNow Knowledge base

welterp — Mon, 10 Feb 2014 18:25:47 GMT

I am trying to import Word Documents to ServiceNow Knowledge Articles with out losing any images. I have tried using the Word Cleaner and SED installs without any success. Is there any fix that works?

Re: Import of Word Documents to ServiceNow Knowledge base

DrewW — Mon, 10 Feb 2014 19:50:58 GMT

We have our users select all, and past in to an outlook email, then send it to the instance and from there the below code for an inbound action does the rest. Not perfect but does a decent job.

[code]

var gdt = new GlideDate();

gdt.addDays(2);

//current.valid_to = gdt;

current.short_description = email.subject;

current.workflow_state = "draft";

current.topic = "General";

current.category = "";

current.roles = "knowledge_admin";

//Find and replace the image tags with the proper source.

//Get the number of attachments so the loop can be exited

//so it will stop no mater what.

var currentCount = 0;

var newBody = email.body_html;

var searchBody = email.body_html.replace(/\n/g, " ");

var regex = /<img(.*?)>/ig;

var match;

var match2;

while(match = regex.exec(searchBody)){

//Add a style float tag next to the align tag.

var alignText = match[0].replace(/align=['"]?left['"]?/gi, 'align="left" style="FLOAT: left"')

alignText = alignText.replace(/align=['"]?right['"]?/gi, 'align="right" style="FLOAT: right"')

searchBody = searchBody.replace(match[0], alignText);

var regex2 = /src=("(.)*?"|'(.)*?'|(.)*?\s+$)?/ig;

while(match2 = regex2.exec(alignText)){

findAndReplaceImage(match2[1].replace(/\s+$/,"").replace(/"+/g,"").replace(/'+/g,""));

}

currentCount += 1;

if(currentCount >= 100)

break;

}

searchBody = searchBody.replace(/<o:p>(.*?)<\/o:p>/ig, "");

currentCount = 0;

var regex2 = //ig;

while(match = regex2.exec(searchBody)){

searchBody = searchBody.replace(match[0], "");

currentCount += 1;

if(currentCount >= 100)

break;

}

currentCount = 0;

var regex2 = /<!\[if !vml\]>(.*?)<!\[endif\]>/ig;

while(match = regex2.exec(searchBody)){

searchBody = searchBody.replace(match[0], match[1]);

currentCount += 1;

if(currentCount >= 100)

break;

}

//gs.log("Create Morning Post: " + searchBody);

current.text = searchBody;

current.insert();

function getEmailSYSID(emailuid) {

var em = new GlideRecord('sys_email');

em.addQuery('uid', emailuid);

em.query();

if(em.next()) {

return em.sys_id;

}

return "";

}

function findAndReplaceImage(imageText){

var img = imageText;

var imgName = img.substring(4, img.search(/@/i));

var imgCode = "sys_attachment.do?sys_id=";

//Get the sys_id of the attachment

var gr = new GlideRecord("sys_attachment");

gr.addQuery("file_name", imgName);

gr.addQuery("table_sys_id", getEmailSYSID(email.uid));

gr.query();

if (gr.next()) {

imgCode += gr.sys_id;

}

searchBody = searchBody.replace(img, imgCode);

}

[/code]

Re: Import of Word Documents to ServiceNow Knowledge base

welterp — Fri, 21 Feb 2014 15:35:39 GMT

Thanks Drew

Re: Import of Word Documents to ServiceNow Knowledge base

conmic — Wed, 09 Apr 2014 16:13:09 GMT

I have trouble to get this going. I get some errors when I verify the script

but I think that not causing my issues:

When I execute this, the article and the attachments are created correctly, but the images are only displayed with placeholders, not the actual image.

checking the HTML, it seems as if the img sys_id is not properly inserted. Do you know why?

Re: Import of Word Documents to ServiceNow Knowledge base

conmic — Wed, 09 Apr 2014 17:13:41 GMT

I think I found the issue, you're using the UID to find the email... however the UID is not unique in the system. I don't know if this should be the case, or if this has to do with all our testing.

Do you know how the UID is generated? Otherwise I will update the script also to lookup the table and the time of creation, to limit the search window...

Re: Import of Word Documents to ServiceNow Knowledge base

DrewW — Wed, 09 Apr 2014 17:37:29 GMT

At the time of writing this (3+ years ago) the UID of the email was the ONLY way to find the record in the table to get its sys_id. If you find a better way let me know.

Keep in mind that if you test the same email multiple times all of the attempts after the first will not have there pics attached because they were all moved to the first KB article.

Re: Import of Word Documents to ServiceNow Knowledge base

conmic — Wed, 09 Apr 2014 18:32:45 GMT

thanks your last sentence saved me some trouble.

Here is the solution, just updated the 'getEmailSYSID' function a little bit.

function getEmailSYSID(emailuid) {


   var em = new GlideRecord('sys_email');


   em.addQuery('uid', emailuid);


   em.query();


   while(em.next()) {


       //we execute the return only within a certain time difference between the creation of the attachment and now (in seconds)


       var dif = gs.dateDiff(em.sys_created_on, gs.nowNoTZ(), true);


       if(dif < 300 && dif > -300){


           return em.sys_id;


       }


   }


   return "";


}

I haven't tried, but could you not search for the message_id? is this not included when using email.message_id?

Re: Import of Word Documents to ServiceNow Knowledge base

DrewW — Wed, 09 Apr 2014 18:37:42 GMT

Searching the message ID mite work but I seam to remember that support told me the UID was the best method at the time.

Hey how did you get the code to show formatted?

Re: Import of Word Documents to ServiceNow Knowledge base

conmic — Wed, 09 Apr 2014 18:41:18 GMT

On the right upper side of the reply box you have 'use advanced editor'

and then you have more options, one of em called 'insert'

Well, thank you again I'll play a bit around with the message_id later, but this seems now to work perfectly!

Perhaps you can update your correct answer.

Kind Regards

Michel

Re: Import of Word Documents to ServiceNow Knowledge base

Akshat Chawla — Wed, 16 Apr 2014 13:19:56 GMT

Hi,

We are facing the same issue that images are not getting displayed. sys_id is bla@nk in the image src

Were you able to find any fix for this issue.

Thanks

Re: Import of Word Documents to ServiceNow Knowledge base

conmic — Wed, 16 Apr 2014 13:23:18 GMT

As explained, I updated the getEmailSYSID() function of his initial script, just see my comment above. Replace the initial function with my updated one and it should work.

Re: Import of Word Documents to ServiceNow Knowledge base

Akshat Chawla — Wed, 16 Apr 2014 13:32:33 GMT

Hi,

We have applied the same script which you updated in the function getEmailSYSID()

The function getEmailSYSID() is getting called but no records are returned by the query.

Although Querying the sys_email table manually with emailUID is returning the correct email.

FYI the instance is domain separated.

Re: Import of Word Documents to ServiceNow Knowledge base

conmic — Wed, 16 Apr 2014 13:48:02 GMT

I guess it's this one

var dif = gs.dateDiff(em.sys_created_on, gs.nowNoTZ(), true);

I used 'gs.nowNoTZ()' because it's in the same format as 'sys_created_on'... but it may be different for other locale settings. Add a log just before that variable:

gs.log(em.subject + " - created: " + em.sys_created_on + " - nowNoTZ: " + gs.nowNoTZ());

Does the 'sys_created_on' date match the nowNoTZ()?

If not, you need to play around with the GlideDateTime: https://wiki.servicenow.com/index.php?title=GlideDateTime

To be honest, I don't think that this method is really proper, but it works for us and I currently have no time to play around. As already mentioned, a much better method for querying the email in my opinion probably the 'message_id'. So if you want, try to adapt the script to be able to grab not only the 'uid' but also the 'message_id', something like:

function getEmailSYSID(emailuid, emailmsgid) {   


   var em = new GlideRecord('sys_email'); 


   em.addQuery('uid', emailuid); 


   em.addQuery('message_id', emailmsgid); 


   em.query(); 


   while(em.....

Re: Import of Word Documents to ServiceNow Knowledge base

snicholson — Fri, 27 Jun 2014 13:05:05 GMT

Have you found a cleaner way to do this process? I will need to do hundreds if not thousands and was hoping someone found an easier method of uploading the content.

Many Thanks for any assistance you can provide.

Re: Import of Word Documents to ServiceNow Knowledge base

conmic — Fri, 27 Jun 2014 13:08:44 GMT

Well once I implemented this with my corrections it worked pretty well. We have used this now for a lot of articles and not even once did we encounter major issues. Some minor displacements, but they are quickly fixed once imported.

Re: Import of Word Documents to ServiceNow Knowledge base

sharanjeet — Thu, 07 Aug 2014 09:41:28 GMT

Hi,

I copy paste the above script in the inbound action.

When I am sending an email from my outlook with the attachment(Word doc), its create a incident rather then knowledge article.

Can you please help me in this.

I am new in service now.

I want to copy the content of "word doc" to the knowledge article.

Thanks

Re: Import of Word Documents to ServiceNow Knowledge base

conmic — Thu, 07 Aug 2014 09:51:26 GMT

You did most probably reference the wrong table on the inbound action.

Please take also my improvements to the script into count. I discussed them a little further below.

Re: Import of Word Documents to ServiceNow Knowledge base

sharanjeet — Thu, 07 Aug 2014 10:14:14 GMT

Hi Michel,

No, I have also used the same table name.

Re: Import of Word Documents to ServiceNow Knowledge base

DrewW — Thu, 07 Aug 2014 13:25:02 GMT

The way I designed the script you have to open the word doc and paste the content into the email and send just the email to the system with the proper subject so the system recognizes that the inbound action should run.

Re: Import of Word Documents to ServiceNow Knowledge base

jesus_leon — Wed, 27 Aug 2014 18:53:17 GMT

I tried to use the code in an Eureka release and doesn't work, and I receive errors like these ones

Error processing inbound action 'Insert Knowledge'

org.mozilla.javascript.EvaluatorException: The undefined value has no properties. (<refname>; line 22)

I send the email from an Outlook email client, pasting in the body of the email the text from a word document.

Is this code having issue for Eureka releases?