Unable to load Knowledge Article automaticaly

Question

Hello,
We need to load several thousand Knowledge Articles in the system for the beginning of the project.
It is impossible to use LSMW in a WebUI transaction so I tried to use LSMW with the old transaction u201CCMRD_ORDERu201D but there where major difficulties. KA created with this transaction cannot be seen in the WEBUI search (even manually).
I tried to create a specific program to load a Knowledge Article in SAP GUI using CRM_ORDER_MAINTAIN.
The created KA appears in CRM_ORDER_READ and in the transaction CRMD_ORDER.
However, the same knowledge article ID when searched in WebUI is not seen.
I have even tried to do SAF Compilation to see if it helps but the KA is still not visible in WebUI which is the main concern.
Kindly Suggest.
Stéphane

Answer 1

Hi Stephanie,
Thats a very valid and geniune question. We also had to upload Knowledge Articles in the CRM system when our client migrated from PeopleSoft CRM system to SAP CRM.
Its known that Knowledge Article comes one One Order Frame Work and we can still use CRM_ORDER_MAINTAIN and CRM_ORDER_SAVE FMs to load the KAs into the system.
However, we need to do some additional steps in order to make it appear in the UI search.
First of all you need to make sure that SAP is configured and the Knowledge Article Indexing Job is set up. Indexing is a very important part which is required for the Knowledge Articles to work properly in UI.
To Set Up, go to SPRO->CRM->Enterprise Intelligence-.>Software Agent Framework
Second thing, while writing the data conversion program, be sure to include the following logic in your program to make the Knowledge Article appear in the UI search:
            CALL METHOD cl_crm_knowledge_article_util=>ka_change_kb_notif
              EXPORTING
                ir_entity         = lv_result_final
                iv_compile_action = 'U'.
This is the addtional piece of code which the system calls while specifically saving Knowledge Article in standard functionality so that it works fine in UI search.
Hope it helps.
Thanks
Vishal