KNOWN ISSUE: Trying to migrate Helpdesk 6 knowledge base articles into ServiceDesk results in the warning "No Topics Found for this Category"

Products

• ServiceDesk

Issue/Introduction

When trying to migrate Helpdesk 6 knowledge base articles into ServiceDesk, the warning "No Topics Found for this Category" occurs. No articles are migrated.

Cause

The Articles folder does not have any "category" subfolders, and, limitations with the current SD.KBMigrationWizard project cause this issue.

Resolution

The current ServiceDesk version is limited in how it can migrate Helpdesk 6 Knowledge Base articles. This results in known defects that cause The attached modified SD.KBMigrationWizard hotfix project resolves most of these limitations.
 

To install the project, open Workflow Designer and then the project file. Then either run it in debug mode for a one-shot import, or, publish it and restart server extensions to keep this as a permanent hotfix.

There are several important points to know about this hotfix:

 

• Use C:\KBLibraries\ as the root, not C:\Libraries. This then becomes C:\KBLibraries\Libraries\ etc., where "\Libraries'" is the folder and subfolders copied from the Libraries folder on the Helpdesk server.
• This hotfix does not migrate articles that were created from an attachment, such as a Word or PDF article. This is not an available feature in ServiceDesk at this time, with or without the hotfix.
• This will result in an error if the selected library contains no articles to migrate.
• You can now choose which library to import to or create a new library of your choice.

Other issues

The hotfix does not resolve all issues relating to migrating knowledge base articles into ServiceDesk 7 from Helpdesk 6. This process has proven defective, even with the hotfix (to a degree). Other known issues include Question and Answer-style articles being unable to be imported. The hotfix may resolve this but in testing did not. These issues will be addressed in a future version of ServiceDesk.

UPDATE 22 Feb 2011: Project has been updated to better handle the parsing of Helpdesk 6 knowledge base articles.

Applies To

ServiceDesk 7.0
ServiceDesk 7.0 MR1
ServiceDesk 7.0 MR2