How to import knowledge article packages

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Management enables you to import knowledge articles into the Knowledge Management module.

The Knowledge Packaging tool packages your articles into a ZIP file. For details, see Packaging and importing knowledge articles.

Prerequisite: Ensure that you have the ZIP file containing the packaged articles.

From the main menu, select Build > Knowledge > Articles.

Click Import. The Import articles dialog box opens.

Click Select package and browse to the location of the ZIP file that contains the prepared articles.

Select a workflow phase for the articles. All articles in the package will be uploaded to Service Management at the selected workflow phase.

For example:

If desired, select the Override phase check box to force Service Management to override any existing phase when an article is imported.

Click Import.

Note

The process may take some time, depending on the number of articles being imported.
When you import articles, the Author field is blank. To assign an author to an imported article, update the article manually in the Knowledge Management module. For more information, see How to create or update a knowledge/news article.
If an imported article has the same ID as an existing article, the new content overrides the existing content.