Publishing a RoboHelp project to ServiceNow hyperlinks

New Here ,
Apr 04, 2022 Apr 04, 2022

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I am converting our current Online Help to a ServiceNow Knowledge Base.  The Robohelp pages have a lot of of cross referencing and bookmarks.  I see some of the pages I sent over to test the publishing process have broken links mostly due to ServiceNow assigning a KB number (KBxxxx) to every page in place of the page's filename.

 

Is there any guidance/best practices on preserving the links before I publish the entire 300+ page project over to ServiceNow?

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Adobe Community Professional ,
Apr 04, 2022 Apr 04, 2022

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Never heard of that KB - can it import HTML5 pages? 

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New Here ,
Apr 04, 2022 Apr 04, 2022

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I assume it can.

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New Here ,
Apr 04, 2022 Apr 04, 2022

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I'm confused.  You've never heard of ServiceNow?

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Adobe Community Professional ,
Apr 05, 2022 Apr 05, 2022

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Nope - Salesforce, Confluence - check 😁
ServiceNow - nope - I find KB's to be more in the Support arena than docs sites.

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Adobe Community Professional ,
Apr 04, 2022 Apr 04, 2022

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Confirm, never assume - I suspect you're in for a world of cleanup if it succeeds.

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Adobe Community Professional ,
Apr 04, 2022 Apr 04, 2022

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I checked the Adobe help and it doesn't mention not being able to include cross topic links when publishing to ServiceNow. Does the ServiceNow help mention anything about cross topic links, as I suppose it could be a limitation of that platform? 

 

(Do note that we're not Adobe employees; these are user-to-user forums and staff only drop in very occasionally.)

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Adobe Community Professional ,
Apr 04, 2022 Apr 04, 2022

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ServiceNow is supported by RoboHelp 2020. Is that your version and are you on Update 7?

 

See if the ServiceNow information in the RoboHelp Tour on my site helps. If not, I think you would be best served by contacting Support. See https://helpx.adobe.com/contact/enterprise-support.other.html#robohelp for your Adobe Support options. The email link tcssup@adobe.com is recommended as it reaches a team dedicated to Technical Communication Suite products including RoboHelp.

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

 

New Users: Default forum names can be changed in your Account Settings.

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New Here ,
Apr 05, 2022 Apr 05, 2022

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I am using RoboHelp 2020.  Thanks for your reply.

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Adobe Community Professional ,
Apr 05, 2022 Apr 05, 2022

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Are you on Patch 7 and does your structure match what Peter has listed on his site?

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Adobe Community Professional ,
Apr 05, 2022 Apr 05, 2022

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@Jeff_Coatsworth ServiceNow is one of the supported Knowledge Base outputs.

________________________________________________________
My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

 

New Users: Default forum names can be changed in your Account Settings.

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New Here ,
May 19, 2022 May 19, 2022

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We currently use ServiceNow knowledge base but I'm looking to create a RoboHelp webhelp.  I'm curious why you're converting to ServiceNow.  I have not yet seen RoboHelp>ServiceNow output, is it as friendly? 

 

I'd love to see an example of SN output structure. 

 

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Adobe Community Professional ,
May 20, 2022 May 20, 2022

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I'm not the original poster but maybe this will help.

 

My understanding is that ServiceNow would not be an alternative output. Rather it is something that an organisation will be using for their Support staff and the material there will be much more than just the help output. The help output gets added as a further resource to those staff and customers who are directed to the ServiceNow resources. Thus it is additional rather than an alternative to convert to. This is true of the other Knowledge Bases. 

 

RoboHelp does not produce a ServiceNow output that you view on its own, it generates the help into ServiceNow.

 

WebHelp is a type of help used in Classic versions of RoboHelp. Now it's either responsive or frameless outputs with the latter being the recommended way forward as that is where Adobe are putting their focus. It is much more customisable.

________________________________________________________

My site www.grainge.org includes many free Authoring and RoboHelp resources that may be of help.

 

New Users: Default forum names can be changed in your Account Settings.

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