Importing Binary Data from ServiceNow to Access

[mbernste]

I have been tasked to create a disaster recovery database in the event that ServiceNow (SNOW) goes down.  I did an XML export of a SNOW knowledge base and was successful in importing it into MS Access.  I was even successful in determining the relationships between article and attachment as illustrated in the below entity relationship diagram.

Since XML is text, much like HTML, I do not know how to export the binary data such as attachments and in-line images.  As you can see from the "knowledge form" I created (see below), I can bring in the article text formatted and even the related attachment fields, but not the binary attachment itself, the field where it should display is blank.  Does anyone know how to export that data so I can reference it in the Access database?

[AshishKM]

Hi @mbernste , 

I dont think this is the right way for taking ServiceNow KB backup becuase if ServiceNow is not avaiable we cant retrieve the store data in a meaningfull KB articles with the stores XMLs. XML contain a lots of reference data in term is sys_id which is actualy record refernece to other base/supporting tables.

ServieNow it-self taking regular backup which can be utiliszed for backup purpose. You can also plan PROD like instance for backup purpose and keep cloning from PROD on regular basis.

-Thanks,
AshishKM

[mbernste]

It's not technically a backup, it's in case ServiceNow goes down that we still have the knowledge in an alternate format that is accessible to our help desks and possibly for self-help.  It's a database we would have on our Disaster Recovery web site.

[AshishKM]

You can try with available information and ask helpdesk team to test it.

The binary data which you are referring here is actually sys_id of record from other table. even if you can copy and save in local DB but cant retrieve the actual reference data for recovery purpose. 

The other best way to keep all published KB articles in PDF format some where local repository ( like sharepoint ) and provide the read access to helpdesk team. 

[mbernste]

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@AshishKM wrote:

I am the team responsible for this.  I am trying to figure out a way to do a mass export.  The PDF option, once the data has been extracted is a possible endgame, but I need a way to do a mass export first so that the articles could potentially be converted to a PDF.  Doing it one-by-one, which is the general answer I see on here, is not a solution as there are thousands of articles and the export would need to be regularly refreshed.

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