WebDAV to Knowledge Result

[Jon Collins2]

Hey folks, I am attempting to understand how a WebDav import of external content for Knowledge Management would work, but I am confused by some of wording in the documentation for this.

At the end of the documentation, it states:

Result

"For each file in the external content source, a blank knowledge article is created and the external file is added as an attachment to the article. The short description of the article is derived from the file name of the external content source."

Is this saying that the articles I would be importing (in our case, from Confluence Server) would be imported as empty articles with attachments of the content? My hope is to import the actual content as KB article content within the article body. Am I misunderstanding what the documentation is saying here?

[Maik Skoddow]

Hi @Jon Collins ,

I must admit that I have yet to have the time to try the WebDAV-based import for Knowledge articles. However, I am generally so disappointed with built-in richtext editor that I decided some time ago to develop a Confluence client that can be used to implement a real content import.

If you like you can give it a try: https://developer.servicenow.com/connect.do#!/share/contents/4067296_confluence_client

But please consider:

1. That API is not a ready-to-go solution. 
2. It cannot import images.

Kind regards
Maik

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

[Maik Skoddow]

Hi @Jon Collins ,

Did my reply answer your question?

If so, please mark the appropriate response as "correct" so that the question will appear as resolved for other users who may have a similar question in the future.

If not, please tell me what you are still missing!

Many thanks & kind regards
Maik

[Jon Collins2]

Hi @Maik Skoddow, sadly no. Our import will be heavy on images; thus, your recommended solution will not work.

[Jon Collins2 · Accepted solution]

According to ServiceNow, using the import from external knowledge sources simply creates a blank knowledge article with an attachment of the external source content attached - it does not actually bring the external content into the knowledge article body. I also had HI Support confirm this.

After a thorough review of the available options to migrate content to ServiceNow from Confluence, here is where my company landed: 

• Import from External Knowledge Sources - no, due to bringing all content in as an attachment.
• Easy Import - no, due to loss of all images and formatting,
• Import from Word - no, due to numerous formatting issues.

Given that we have approximately 2,000 articles to migrate, we have opted to bring in several contractors to migrate content manually via data entry.