Migrating Knowledge from HPSM to Service Now

The template HPSM -> Service Now – Knowledge Base can be used to migrate the following data from a specific HPSM Knowledge base into a specific Service Now Knowledge base:

• Knowledge Categories
• Knowledge Articles

Before running this project there are two manual steps that need to be taken. These are outlined below. Failing to complete these steps before executing the template will lead to validation errors due to missing server objects.

Manual Step 1: Create the PB:KnowledgeBase web service on HPSM

This web service is not available out of the box for HPSM. It is required to allow Precision Bridge to retrieve data from the kmknowledgebase file.

• From the Service Manger Navigation Menu, select Tailoring -> Web Services -> Web Service Configuration
• Enter the service name as Precision Bridge Integration
• Select the name kmknowledgebase
• Enter the object name PB_KnowledgeBase
• Click Add to add the web service
• On the fields tab, add the following fields:
  • kbname (String type)
  • kbdescription (String type)
  • kbtype (String type)
• On the Restful tab:
  • Check restful enabled
  • Enter the resource collection name as pb_knowledgebase
  • Enter the resource name as PB_KnowledgeBase
  • Select the unique key field kbname
  • Enter the following string for query authorisation to give access only to administrators or members or the pbridge role.:

index("SysAdmin", $lo.ucapex)>0 or "pbridge" = secRole in $lo.operator

• Save the Record

Manual Step 2: Add a Legacy ID field to Knowledge Category table on the Service Now Target instance

To facilitate creation of the hierarchical knowledge category structure on the Service Now target, a field is required to store the ID of the HP Service Manager knowledge category record from which it originates.

• In Service Now, Navigate to System Definition -> Tables
• Open the table Knowledge Category (kb_category)
• Add a new Field with the following properties:
  • Label= Legacy ID
  • Name=u_legacy_id
  • Type=String
  • Length=40
• Save the table.

Note that this change will not be picked up by Precision Bridge when opening a previously created project unless the Target Cache is refreshed when the project is opened. To do this, when opening the project go to the options tab and check Force Target Cache refresh

Notes on Executing the Project

• You will need to provide the values for project variables as follows:
  • SOURCE KNOWLEDGE BASE NAME. This is the name of the knowledge base on HPSM from which you would like to migrate articles.
  • TARGET KNOWLEDGE BASE NAME. This knowledge base will be created on the target, or updated if it already exists. All migrated articles will be added to this knowledge base.
• By default, ALL knowledge categories at the top, second and third level of categorisation will be migrated into the Target Knowledge Base.
• The Category values and labels will be truncated to 40 characters, since this is what Service Now allows.
• By default, only published articles (having a status of external or internal) are migrated
• Knowledge Article records, excluding the article text are migrated first, together with any attachments.
• Each article can only be given one category in Service Now. In HPSM it is possible to associate an article with multiple categories. The first category defined in HPSM will be the one specified in the Service Now Article.
• Attachments are migrated. These will be required in later steps to ensure that embedded images  display correctly.
• The article text is migrated next using different mappings according to which type of article this is. The following OOTB HPSM Article types are supported:
  • Question & Answer
  • Error Message
  • Reference
  • Problem & Solution
  • External
• Any attachment references in the HPSM article content will be changed to display the previously migrated Service Now attachment.
• The different sections of the article (e.g. question and answer) will be formatted as sections in an html table with a header followed by content.
• For external type articles, the Service Now Article will display the attachment that is attached to the article. NOTE: If there are multiple attachments, a manual step may be required to ensure the correct attachment is displayed in the article post migration.
• Migrating the relationships between knowledge articles is not currently supported by this template.
• If a subsequent migration is run, using a different Knowledge Base for the target, previously migrated articles (identified by matching the Number/ID values) will be moved to this knowledge base, not re-created.