Folder Import

Folders organize knowledge articles efficiently, making them easily accessible to Knowledge Console users. They categorize articles based on common parameters such as content type and target audience.

When a new department is created, several standard folders are automatically generated in the Knowledge Console. Authors with the appropriate permissions can create custom folders to better manage content. These user-created folders have configurable permissions, allowing other authors to view, create, edit, or delete articles and subfolders within them.

• Organize Folders Sequentially: Arrange folders in a sequential order to ensure a clear and intuitive structure.
• Add Subfolders as Needed: Within each folder, create multiple subfolders to further organize the content. Ensure that subfolders follow the same logical sequence.

Example Structure in knowledgehub.json:

"folders": [
    {
        "name": "Catalogs",
        "description": ""
    },
    {
        "name": "Credit Cards and Payments",
        "description": ""
    },
    {
        "name": "Macros",
        "description": "",
        "folders": [
            {
                "name": "Company Information",
                "description": ""
            },
            {
                "name": "Contact Information",
                "description": ""
            }
        ]
    }
]

1. Access the Knowledge System: Log into the Knowledge Console.

2. Review the Folder Hierarchy: Note the existing folder structure to understand how new folders will fit.

3. Set Up the Folder Array: In knowledgehub.json, map the folder structure. Begin with a root element named "folders" that contains an array.

{
    "folders": []
}

4. Add Each Folder: Add an object within the "folders" array for each top-level folder.

{
  "folders": [
    {
        "name": "Name of folder",
        "description": "Description of folder"
    }
  ]
}

5. Repeat for Additional Folders: Continue adding folder objects to the "folders" array.

1. Locate the parent folder: In your JSON structure, find the parent folder object where you want to add a subfolder.

2. Set Up the Subfolder Array: Add a "folders" array within the parent folder object.

{
    "folders": [
    {
        "name": "Name of folder",
        "description": "Description of folder",
        "folders": []
    }
    ]
}

3. Add Each Subfolder: Add a folder object within the nested "folders" array for each subfolder.

{
  "folders": [
    {
        "name": "Name of folder",
        "description": "Description of folder",
        "folders": [
          {
            "name": "Name of subfolder",
            "description": "Description of subfolder"
          }
        ]
    }
  ]
}

The optional id and externalId fields provide precise control over how a folder is matched during import. These fields are especially useful for content synchronization, where relying on the folder name and path alone can create duplicate folders if the name or path changes in the source system (e.g., SharePoint, Confluence).

Provide only one identifier per folder — either id or externalId, but not both. If both are supplied, the import validation aborts.

Matching Behavior:

{
  "folders": [
    {
        "externalId": "sharepoint-folder-42",
        "name": "Name of folder",
        "description": "Description of folder"
    }
  ]
}

The optional operation field controls whether a folder is created/updated or deleted during import. This helps keep eGain content in sync with a source system where folders may be removed at the source.

• upsert (default): Updates the folder if a match is found (by id, externalId, or name/path), otherwise creates a new folder. This is the same as the behavior when operation is omitted.
• delete: Deletes the target folder. Identify it by id or externalId — when either is provided, name and path are not required. If you provide name and path instead, the import validates those values before deleting.

{
  "folders": [
    {
        "id": "10005678904567",
        "operation": "delete"
    }
  ]
}