Export all Knowledge articles (in the event of ServiceNow being entirely unavailable)

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drjohnk
Kilo Contributor

‎10-31-2017 12:58 PM

Hi all,

Let me preface this ask by saying that I do understand the availability SLA's for ServiceNow, as well as the extremely unlikely event that ServiceNow would be wholly unavailable...

That being said, an ask coming from my organization from a business continuity standpoint, is to ensure that Knowledge is still available, in the event that ServiceNow is wholly unavailable.

I have been able to report on all Knowledge articles, however what I am looking for is a way to export all Knowledge (including screen shots) from ServiceNow on a monthly basis, to satisfy those business continuity concerns.

 

Any help, opinions, or otherwise would be very helpful.

 

Thank you!

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Aditya Telideva
ServiceNow Employee
ServiceNow Employee

‎11-04-2017 06:46 PM

sys_attachment_doc.list


Personalize to include "Sys attachment", this is the name of the document.


Export -> XML


Parse accordingly with an XML parser.



Alternatively you can export to a CSV, but it will still require some work to convert the Base-64 encoded data to binary. or else   you would need to map all the fields if there is any provision:



you can refer KB0010009 for more information   and you may face some of the challenges as below


#1: Styles for each KB could change based on what style is available as BASE style.


#2: Images being used in KB with relative URL would require a separate export.


#3: Reference fields related data would become static content after exporting it to any external system.



Hope it helps,


Aditya Telidevara


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Geoffrey2
ServiceNow Employee
ServiceNow Employee

‎10-31-2017 08:57 PM

Your solution is going to depend a lot on where you're exporting to. How will the Knowledge Articles accessed and used? It sounds like you'd either need to integrate with and export to an external system, or find a way to print a Knowledge Article to a PDF and dump them in a Share folder somewhere. Maybe look into some Dropbox or OneDrive integration?


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drjohnk
Kilo Contributor
In response to Geoffrey2

‎11-01-2017 05:33 AM

Thanks Geoffrey!
We would want to export them as PDF's, made available on a share.


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Geoffrey2
ServiceNow Employee
ServiceNow Employee
In response to drjohnk

‎11-01-2017 05:25 PM

Then you need to look around the Community and/or Share for a solution.   The print to PDF question comes up a lot.   So far I haven't seen a solution that I really like.


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Aditya Telideva
ServiceNow Employee
ServiceNow Employee

‎11-04-2017 06:46 PM

sys_attachment_doc.list


Personalize to include "Sys attachment", this is the name of the document.


Export -> XML


Parse accordingly with an XML parser.



Alternatively you can export to a CSV, but it will still require some work to convert the Base-64 encoded data to binary. or else   you would need to map all the fields if there is any provision:



you can refer KB0010009 for more information   and you may face some of the challenges as below


#1: Styles for each KB could change based on what style is available as BASE style.


#2: Images being used in KB with relative URL would require a separate export.


#3: Reference fields related data would become static content after exporting it to any external system.



Hope it helps,


Aditya Telidevara