Publish Content to ServiceNow

To publish content from Paligo to ServiceNow, you first need to set up the Paligo to ServiceNow connection. With that in place, you can publish your Paligo content so that it appears in your ServiceNow knowledgebase.

  1. In the Content Manager, find the publication that you want to publish and select its option menu ( ... ). Then select the Publish option to display the Publish document dialog, which contains the publishing settings.

    Publish document dialog. It has settings for defining the type of output, the language, filtering, variables, and uploading output to repositories.
  2. Select HTML as the output format.

  3. Select a ServiceNow Knowledge layout. You can use the built-in ServiceNow Knowledge layout or you can create a new one (based on the built-in one).

    Publish document dialog has HTML selected as the output type and a ServiceKnowledge layout is selected.

    Note

    ServiceNow Knowledge layouts are a type of HTML layout and may contain settings that are not used for ServiceNow, but are relevant to other HTML outputs, such as Zendesk.

  4. Choose the ServiceNow Knowledge Base that will receive your selected Paligo content.

    The ServiceNow Knowledgebase is set to "IT"
  5. Choose the ServiceNow category that will receive your Paligo content. This is optional - you do not have to publish to a category.

    The ServiceNow Category is set to "Applications"

    When you publish to the selected category, Paligo will create a subcategory for each top-level topic in the publication. Inside each subcategory, it will create articles for the topics (see Example 1, “Publishing to a ServiceNow Category).

    Note

    We recommend that you use categories to group your articles in ServiceNow, and then publish to a category from Paligo. This helps to make sure your articles are organized logically, and are easier for readers to find.

    If you do not choose a category, Paligo will publish directly to the root of the selected knowledge base. It will create a category for each top-level topic in your publication, and then articles inside those categories (see Example 2, “Publishing to a ServiceNow Knowledge Base (no Category selected)). If you publish a large amount of content in this way, your ServiceNow articles can become disorganized and more difficult to use.

  6. If you want to add some basic styles to your content check the Use Paligo CSS box.

    A Use Paligo CSS checkbox.

    This gives each piece of content that you publish from Paligo a reference to a Paligo stylesheet (CSS). The Paligo CSS contains styling rules to give your articles appropriate font sizes, spacing etc.

    Tip

    You can set all of your ServiceNow content (including articles that were not created in Paligo) to use the Paligo CSS. To do this, in ServiceNow, edit the HTML of the articles and add the reference to the Paligo CSS file. Similarly, you could also edit the articles Paligo creates and add a link to a CSS that you already have in ServiceNow.

  7. Choose the Languages to publish to. If you do not have any translations, you can only select the original/source language.

  8. If you have set filters (Profiling attributes) on topics or elements, and/or have used variables, choose which values to use for the publication. See Filters (Profiling) and Variables to learn how to use these features.

  9. You can use the Upload output settings to upload a zip of the content you are publishing to a repository, for example, GitHub. To find out more, see the integrations documentation for the type of repository you want to use.

  10. Use the Optional parameters to choose whether Paligo will save the output zip file in Paligo, send you a notification when the publication is complete, and generate a log file for debugging.

  11. If you think you will need to use these same settings again, select Save Settings. Enter a name for the saved settings and select OK. These settings are then stored in the Saved Settings tab, so that the next time you publish, you can select the settings profile from there instead of having to re-enter the settings again.

    Publish document dialog has a Save Settings option and a Saved Settings tab. The option saves the currently shown settings and these can then be selected in a single action on the tab.
  12. Select Publish Document.

    Paligo applies the publishing settings to your content (variables, filters, etc), generates the HTML, and "pushes" it to ServiceNow. Your topics are now articles in ServiceNow.

    Note

    If you have cross-references between different categories, you will need to publish your content twice. This is because when you first publish, the topic with the link (the "source") may link to an article that has not been published yet (the "target"). So the link does not work. Links between articles in different categories will only work if the "target" exists in ServiceNow when the "source" is published.

Example 1. Publishing to a ServiceNow Category

Let's say you have an "IT" knowledge base in ServiceNow. It has a Category called "Learning".

In Paligo, you have a publication with "Getting Started" as a top-level topic and "Installation", "Backups", and "Performance Test" as second-level topics. There is a single "Engineering Test" third-level topic, and two fourth-level topics: "Fan Speed Test" and "Cooling Test". They are organized in a hierarchy like this:

  • Getting Started (publication)

    • Installation

    • Backups

    • Performance Test

      • Engineering Test

        • Fan Speed Test

        • Cooling Test

You publish to ServiceNow and choose "IT" as the knowledge base and "Learning" as the category. In ServiceNow, you will get:

  • IT (knowledge base)

    • Learning (category)

      • Installation (subcategory)

        • Installation (article)

      • Backups (subcategory)

        • Backups (article)

      • Performance Test (subcategory)

        • Performance Test (article)

        • Engineering Test (article)

The fourth-level "Fan Speed Test" and "Cooling Test" topics become subsections inside the "Engineering Test" article.


Example 2. Publishing to a ServiceNow Knowledge Base (no Category selected)

Let's say you have an "IT" knowledge base in ServiceNow.

In Paligo, you have a publication with "Getting Started" as a top-level topic and "Installation", "Backups", and "Performance Test" as second-level topics. There is a single "Engineering Test" third-level topic, and two fourth-level topics: "Fan Speed Test" and "Cooling Test". They are organized in a hierarchy like this:

  • Getting Started (publication)

    • Installation

    • Backups

    • Performance Test

      • Engineering Test

        • Fan Speed Test

        • Cooling Test

You publish to ServiceNow and choose "IT" as the knowledge base. You do not select a category. In ServiceNow, you will get:

  • IT (knowledge base)

    • Installation (category)

      • Installation (article)

    • Backups (category)

      • Backups (article)

    • Performance Test (category)

      • Performance Test (article)

      • Engineering Test (article)

The fourth-level "Fan Speed Test" and "Cooling Test" topics become subsections inside the "Engineering Test" article.