Home » System Center Service Manager » Importing knowledge into Service Manager 2010 – part 2


Welcome to contoso.se! My name is Anders Bengtsson and this is my blog about Azure infrastructure and system management. I am a senior engineer in the FastTrack for Azure team, part of Azure Engineering, at Microsoft.  Contoso.se has two main purposes, first as a platform to share information with the community and the second as a notebook for myself.

Everything you read here is my own personal opinion and any code is provided "AS-IS" with no warranties.

Anders Bengtsson

MVP awarded 2007,2008,2009,2010

My Books
Service Manager Unleashed
Service Manager Unleashed
Orchestrator Unleashed
Orchestrator 2012 Unleashed
Inside the Microsoft Operations Management Suite

Importing knowledge into Service Manager 2010 – part 2

In this post I wrote about how-to import knowledge into Service Manager 2010. This week I did some tests about importing knowledge including data from a word file (docx) and a rich text format file (rtf). In my previous post about importing knowledge I wrote how you could use files and how they are mapped to the knowledge article text fields. If I use a Word file (docx) the result is “raw data”, not how we see the same file in Word.


If I instead use a Rich Text form file it looks really nice in the Service Manager console.

Summary: Try to use rich text format files instead of normal Word files when importing knowledge into Service Manager.


  1. Hi, today if I had all the files, I would build a runbook in Orchestrator to read them and create knowledge article objects in Service Manager. I know Orchestrator much better than CSV import, so that would be easier 🙂

  2. Hello Anders – Michael here
    I have been combing over the web looking for specifics on using CSV-Import and the process of importing several (hundreds) of knowledge articles into SCSM 2012. I have multiple RTF files, but it is not clear how to stage all the RTF files along with the .xml structure file and the .CSV file. From what I can tell with everything I have found you would use a single CSV file with a row for every instance of the imported KA in SCSM 2012 and a single .XML file for the KA structure. the question I have is how do you stage and point to all the RTF files. In some instances I will have both Internal and Analyst RTF content instances for a single KA, so where do all the RTFs go and how do I reference them especially since I want to import so many KAs. I am assuming that there must be a location in the CSV file that I can oint to the file name and location but I can’t find any specifics around where or how to do this. Thanks in advance for some insight into this process.

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