Migrating Knowledge Articles from BMC Remedy to ServiceNow

When migrating knowledge articles from BMC Remedy to ServiceNow, we recommend that you make use of the Knowledge Migration template:

On more recent versions of ServiceNow (New York or later), there is a process called HTML Sanitizer which parses the article text (A field of type Translated Text) before it is updated.

This is intended to act as security against an attack via html with embedded scripting. This process will remove any tags and attributes which are not configured to be authorised. Unfortunately this will also remove some of the tags and content in the Remedy article text, notably some table tags.

To prevent this issue, we recommend that you temporarily disable the process for the Article Body field by adding the field attribute HTML Sanitize with a value false:

Once you have completed the migrations, it would be advisable to remove this attribute again to leave the field secure.

More information can be found here:

https://docs.servicenow.com/bundle/newyork-platform-administration/page/administer/security/concept/c_HTMLSanitizer.html