Can I use the Knowledge Tools import/export utility to migrate knowledge documents from one system to another?

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Question:

How to use  Knowledge Tools import/export utility to migrate knowledge documents between CA Service Desk Manager Servers. 

 

Environment

Release: CA Service Desk Manager 17.3.X

Resolution

 

The Knowledge Tools "Import-Export Utility.exe" works perfectly, if Knowledge Tools is installed standalone. However, if Knowledge Tools is integrated with Service Desk, the users who create and administer Knowledge documents are stored in the Service Desk contact table, rather than a Knowledge Tools related database table.

The Knowledge Tools export/import utility doesn't do anything with the Service Desk contact table, so if it is used to export Knowledge Tools documents from one system and then to import them into a different system, all the references to the user IDs will still point to the contact records from the exporting system, rather than the new system. This means that you will get errors when you try to access these imported documents.

For this reason, you cannot use this utility to move Knowledge Tools documents from one installation to another, unless the contacts on the second system are exactly the same as the first one.