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Knowledge functionality migration

Knowledge functionality migration

You can migrate knowledge functionality to use your customized functionality with the knowledge v3 enhancements.

Replaced knowledge modules

When you are ready to migrate to knowledge v3, you can activate the v3 modules and deactivate the legacy modules.

Use the tables below to identify which knowledge v3 modules to activate and which legacy modules to deactivate. When activating a knowledge v3 module, deactivate the knowledge v2 module with the same name to ensure users access the correct module.

You can use the enablev3anddisablev2menus.txt backup script to enable knowledge v3 menus and disable knowledge v2 menus.

Table 1. Knowledge v3 modules
TitleOrderLink type
Homepage100URL (from Arguments:)
Articles200Separator
Create New300New Record
Unpublished400List of Records
Published500List of Records
Retired600List of Records
Flagged800List of Records
All900List of Records
Open Submissions960List of Records
Administration1000Separator
Knowledge Bases1100List of Records
Feedback1300List of Records
Ratings1500List of Records
Search Log1600List of Records
Navigation Add-ons1700List of Records
Messages1800List of Records
Properties1900URL (from Arguments:)
Overview2000URL (from Arguments:)
User Criteria2100List of Records
Table 2. Legacy modules
TitleOrderLink type
Create New100New Record
Published190List of Records
Edit200List of Records
Retired240List of Records
Feedback300List of Records
View400URL (from Arguments:)
Submissions410Separator
Assigned to me420List of Records
Open Submissions450List of Records
KCS460List of Records
Flagged Articles470List of Records
Ratings480List of Records
Searching Log495List of Records
Overview496URL (from Arguments:)
Administration500Separator
Navigation Add-ons600List of Records
Properties700URL (from Arguments:)
Messages800List of Records

Knowledge article publish and retire workflows

With knowledge v3, article state is controlled by workflows.

In the legacy knowledge base, article state was controlled by UI actions. UI actions from previous versions are available only in the default knowledge base.

To preserve your article publishing and retirement process in new knowledge bases, create workflows that follow these processes. To create these workflows, copy the default workflow that best matches your process and modify that copy. After creating workflows that use your article publishing and retirement processes, use these workflows as the Publish workflow and Retire workflow for the new knowledge bases.

Knowledge article category structure

With knowledge v3, all knowledge articles are organized by category and subcategory within knowledge bases.

The default knowledge base uses the legacy category structure; knowledge articles are organized by topics and categories.

Before you migrate articles, create a category structure for these articles in the destination knowledge bases. This structure can reproduce your legacy topic and category structure or can be extended to take advantage of the knowledge v3 category functionality.

Knowledge content migration

To use the new functionality available in knowledge v3 with legacy articles, you must migrate these articles out of the default knowledge base.

To migrate knowledge content, move articles out of the default knowledge base by changing the Knowledge Base value for each article. The state of the article remains unchanged when moving articles. After selecting a new knowledge base, assign a category to each article using the category structure defined in the new knowledge base.

After you migrate a knowledge article, the legacy feedback functionality is automatically replaced with the new knowledge feedback mechanisms. Legacy feedback is copied to the Live Feed Message [live_message] table to ensure previously submitted feedback is available for knowledge v3 articles.

Products > ServiceNow Platform > Knowledge Management; Versions > Helsinki