Question:
After Knowledge Documents are imported from another Service Desk Management server, all documents shows "Draft" as a "Current Status" despite that most documents are stored as "Published" status. How to import them with the status of the original documents?
Answer:
The default Export/Import template "all-docs" does not contain an attribute "STATUS_ID" as an Exported Field. You need to add the attribute "STATUS_ID" to the template or create a new template with it and export Knowledge Documents. Then import them to a new Service Desk Management server.
In order to add the attribute "STATUS_ID" to the default template, please follow the below steps.
- Log into Service Desk Manager using Service Desk administrator account and open [Administration] tab.
- Go to 'Knowledge' > 'Documents' > 'Export/Import' > 'Export/Import Templates' and click on the template "all-docs".
<Please see attached file for image>

- Click on <Edit> button and open [Export Fields] tab.
- Select "STATUS_ID" from the 'Available' list and click on right pointing button (->) to add it to 'Exported' list.
<Please see attached file for image>

- Click on <Save> button to save the change.
- Click on <Export> button to export the Knowledge Documents.
An export package folder will be created under (Service Desk)\site\keit\export folder
- Copy a package folder created by the export to (Service Desk)\site\keit\import folder on anohter Service Desk Manager server where you would like to import the documents.
- On another Service Desk Manager server, log into Service Desk Manager using Service Desk administrator account and open [Administration] tab.
- Go to 'Knowledge' > 'Documents' > 'Export/Import' > 'Import'. Right click on the copied package and select [Import]