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AurionAI

Import articles from your provider

4 min readBy Emmanuel Yazbeck

If your articles already exist in another tool, you can copy them into the AurionAI knowledge base. The Import wizard on the Knowledge Base page reads the articles from your provider, lets you choose them and map their categories to your collections, and imports them as drafts.

Availability: Helpdesk and AI Voice + Helpdesk profiles. The wizard needs the permission to manage articles: the Owner or Admin role, or a custom role that allows it.

Prerequisites

  • Your organization uses the Helpdesk or the AI Voice + Helpdesk profile.
  • An ITSM tool is connected with valid credentials: Freshservice, HaloITSM, ServiceNow or Jira Service Management (Confluence). The wizard imports from the ITSM tool of your organization. Of the two profiles that can open this wizard, only the AI Voice + Helpdesk profile can connect an ITSM tool. Read Connect your ITSM and CS tools.
  • The Helpdesk profile has no import source today: it has no ITSM tool and cannot connect Freshdesk or Zendesk. Without a connected tool, the Import wizard card is not shown.
  • Optional: the collections that will receive the articles already exist. Read Write and publish articles.

Import articles

The wizard has four steps: Select Source, Preview Articles, Map Categories and Import.

  1. In the sidebar, select Knowledge Base.
  2. On the Articles tab, go to the Import wizard card.
  3. In Select Source, the wizard lists only the tools your organization has connected, with the first one selected. Then select Next.
  4. In Preview Articles, AurionAI shows up to 200 articles from the provider. All of them are selected. Clear the articles that you do not want, or use Deselect All and select the ones you want. Then select Next.
  5. In Map Categories, choose a collection for each category of the provider. When a collection has the same name as the category, AurionAI selects it for you. Keep No mapping to import the articles of that category without a collection. Then select Next.
  6. In Import, read the confirmation and select Import.

The wizard cannot create a collection. To import a category into a new collection, create the collection first, then map the category to it.

The Import wizard on the Knowledge Base page, at the Select Source step.

Follow the import

  • With 50 articles or fewer, AurionAI imports them at once and shows the result.
  • With more than 50 articles, AurionAI imports them in the background. The wizard shows the progress and checks it every 2 seconds. Keep the page open until the import ends. The status of a background import is kept for 1 hour.

When the import ends, the wizard shows how many articles were imported and how many failed. For an import done at once, you can open the list of failed articles to read each error. Select Import More to start again.

Result

The imported articles are in the article list with the status Draft. They are not visible in the Help Center yet. Check each article, then publish it. Read Write and publish articles.

If something goes wrong

  • The preview says that the provider returned 401. The credentials of the provider are wrong or expired. Update them on the Providers page, then select Retry.
  • The preview says that the rate limit is reached. The provider refuses more requests for now. Wait, then select Retry.
  • The preview says that AurionAI is unable to connect to the provider. Check that the provider is connected and reachable. Read Connect your ITSM and CS tools.
  • The Import wizard card is not on the page. Your organization has no ITSM tool, Freshdesk or Zendesk connected, or you cannot manage articles.
  • No articles found The provider returned no article. Check that you selected the right provider.
  • No source categories found. All articles will be imported without collection mapping. The articles have no category in your ITSM tool. You can continue. After the import, put the articles in collections yourself.
  • The import fails with a message that Redis is unavailable. The background service of AurionAI is not available. Import 50 articles or fewer at a time, or try again later.
  • Some articles failed. Read the error of each failed article, fix the cause in the provider if needed, and import those articles again.

Still stuck? Submit a request or .