Use admin console to transfer complete (KBs) to other servers. The makes it possible to transfer tables, table definitions, scripts, escalation rules, inbound email definitions, and other KB customizations,
To transfer the KB to another server, import the file on the target server. All tables in the KB are transferred when you use this method, and everything is stored in a single file.
- Only the users with project import and export permissions can export the entire in format. To give a group import and export permissions for your knowledgebase, enable the "Allow exporting knowledgebase" option on the .
- You must have access to the admin console to import the knowledgebase on the target server.
- Check the version on each server. You can transfer KBs from a lower version to a higher version, but not from a higher version to a lower . To see the current version, log in and go to Help > About in the upper right corner. N.
- For large knowledgebases, you must have server access to move the file from the source server to the TMP directory on the target server.
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Transfer a Knowledgebase to a Different Server
To transfer a KB to another server, export the KB from its current server and import it on the target server.
To export:
- From the power user interface of the KB you want to transfer, go to Setup > Export.
- On the Destination tab, choose where to save the file:
- For small KBs, save the file to the local hard drive. This makes it easy to upload the file in the next section.
- For large KBs greater than 1 GB in size, save the file to the home or TMP directory on the server.
- On the Data Format tab, select the format.
- On the Options tab, choose whether to
- . You can strip attachments entirely, or compress attachments into a .zip file. File attachments can significantly increase the size of the export file, especially for large KBs.
- Choose whether to include history and communication data. Excluding this data reduces the export file size.
- Enter
- Click Finish.
- If you saved the KB to the server, access the server now and move the file to the TMP directory on the target server. This requires server access.
You can also use the Backup function in the admin console to export a KB. For more information, see Creating Backup Files. |
To import:
- From the admin console of the target server, go to KB Management > Import.
- Select the source and file name for the KB file you need to transfer.
- In the Knowledgebase Name field, enter a name for your knowledgebase.
- Configure any remaining options as desired.
- Click Finish.
Version Considerations
You can transfer KBs from a lower version to a higher version, but not from a higher version to a lower version. To see the current version, log in and go to Help > About in the upper right corner.
Additional considerations apply when transferring a KB from version 2018_02 or below to version 2019_01 or above. In most cases, it's best to upgrade the lower version KB first and then create a new backup instead. However, if necessary, you can transfer a KB between these versions if you host on your own server. |
To transfer a KB from version 2018_02 or below to version 2019_01 or above:
- Using the steps above, export the low-version KB to a backup file.
- Upgrade to the RC_2019_01 version of . Use the install file here to upgrade directly to the RC_2019_01 version without automatically upgrading beyond it to 2019_01.
- Import the backup file into a RC_2019_01 KB on the upgraded server.
- Export the RC_2019_01 KB to a backup file.
- Import the backup file to the higher-version KB, 2019_01 or any later version.
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