Moving KB topic from Dev to Test?

[nikki360h]

Hello I am new to SN and my first project is to create a Knowledge Base topic that users can add articles to, edit, etc. I figured out how to create it in Dev and created an update set and moved it to Test. However, my update set just changed the KB form, and my KB topic did not transfer over. I think I need to create a "new update set" for the new KB topic to be able to transfer it from Dev to test and test to Production?? How do I create a NEW update set, for a new KB topic? I am working in Aspen version

[Sarup Paul]

I can try and help. This seems like a long thread, so it would help if someone can summarize the use case and the challenge that you are facing.

[andy_trayler]

Hi,

a quick summary is as follows:

Knowledge Base information is considered to be data (rather than an application extension). For this reason, it is typically not included in the normal update set method/XML export methodologies that are used to extend ServiceNow functionality.

However servicenow customers and third-party suppliers have a requirement to be able to move Knowledge bases (that they have developed) from development instances to production instances in a simple manner. For Servicenow customers this is typically an internal move; for third-party suppliers this s typically to provide help on a store application that will be used by a customer.

Since KBs are data the export of this type of data requires manual operation to force the KB data into an export XML file.

[Sarup Paul]

Just to be sure, are you referring to "Knowledge Base configurations" like workflow, user criteria, categories, etc. ? OR "Knowledge Articles". The latter is data, but a case can be made for the former to be included in update sets. Please confirm

[frankh_]

We were referring to the articles.

[andy_trayler]

This was my solution to the problem for ordinary HTML based KB items...

Step 1: Create a new Application

Create a new application under the System Applications >> Applications Menu e.g. <Company> Knowledge Base. This will act as the target for the knowledge base items. The XML update will be stored as part of this application. The other reason for creating a separate application is because knowledge base items are typically stored in the Global Scope. If you are trying to get a certified application then mixing the application and the 'Global' help together will muddy the certification process. Ensure that the new application is the one that is active for any changes within the ServiceNow instance.

Step 2: Create a top-level Knowledge Base

This is the top-level folder that will hold all the new knowledge items. Under Knowledge >> Administration >> Knowledge Bases, click New and create a new Knowledge base e.g. <Company> Knowledge Base.

Step 3: Create a   Knowledge Base items (documents)

Under Service Desk >> Knowledge click on the new top-level folder that you created e.g. <Company> Knowledge Base. You are then able to create new content using the Create Content button.   I did not investigate the use of categories associated with the content as I only have a limited number of knowledge items. Create as many items as are required and/or re-edit. Remember to:

• mark all items as published (if this is appropriate)
• set the access controls to only allow reading (associate any roles/users as necessary to secure the ACLs)
• Note: I only used HTML in this example to create the content.

Step 4: Export the Knowledge base

Under Knowledge >> Administration >> Knowledge Bases, click the selection box beside the new Knowledge base (top -level folder) that you created e.g. <Company> Knowledge Base. Open the menu 'Actions on selected rows' and select 'Create Application File'. This should open a dialog that identifies the Application to which this information is to be Added e.g. <Company> Knowledge Base. This export should be from the Knowledge Base Table and the number of selected records should be 1 (i.e. only a single new Knowledge base is to be exported). Identify the Load when option value and then click OK.This has saved the Knowledge base (top-level folder); you then have to save the individual knowledge base items (i.e. the documents). Under Knowledge >> Administration >> Knowledge Bases, click the the new Knowledge base (top-level folder) that you created e.g. <Company> Knowledge Base. Scroll down to the related links section and under each tab identify all the items that are to be exported , Click on the selection box for each item and execute the menu 'Actions on selected rows' and select 'Create Application File'. Move onto the next tab and repeat and so on until all attributes of the Knowledge base have been saved.

Step 5: Export the Knowledge base 'Application'

All the knowledge base is now held in a new application that must be exported as an update set.

1. System Update Sets >> Local Update sets
2. Select the Knowledge base Application that is in progress (it has all the changes)
3. Publish to Update Set... follow dialogue on screen
4. You should be brought back to the Update dialogue and the customer updates should be visible (these are the knowledge base elements that make up the update set).
5. Export to XML ... follow dialogue on screen
6. This update set can then be imported into another system.

Notes: This description is for FUJI - there may be some differences on other Servicenow instances releases.

Step 6: Create Additional Knowledge Base Items

1. Import the existing update set that holds the current set of Knowledge Items - this will give you access the the current items for editing etc.
2. Modify which existing items as required
3. Add new items as required.
4. Perform Step 4 and 5 to export the knowledge base. Note: you may to have to set version numbers this time round through the process.