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Worked example
One procedure, a version for each client
Write a procedure once, fill in each client’s details with placeholders, and publish the right copy to the right client in NinjaOne.
- Plan
- Pro
- Reading time
- 2 min read
- Checked against Thoth for Windows on
- October 23, 2026
On this page
The situation
Harbor IT checks the backup job every morning for twelve clients. The steps are the same; the portal address, the contact person and one rule per client differ.
What you end up with: A folder per client, each with that client’s “Check the backup job” procedure, published into that client’s own NinjaOne organization.
- For
- MSPs
- Takes about
- an hour for the first, minutes for each after
Build the master#
- 1
Record the procedure on one client
Record Check the backup job against your own test tenant or the most typical client, so the screens are representative.
- 2
Write the differences as placeholders
Where the text names the client, use placeholders:
[[client]],[[portal]]and[[contact]]. For example the introduction:Check the nightly backup for [[client]] at [[portal]]. Escalate to [[contact]].Placeholders in a title, description or note are filled when you export. - 3
Hide client details in screenshots
Placeholders change text, not pixels. Use Hide text → In all steps for the client’s name so it is blurred wherever it appears, or record a clean tenant. See Blur by hand.
Make a copy for each client#
- 1
Make a copy
In the library choose ••• → Make a copy, then Move to folder… and put it in a folder named for the client.
- 2
Set the client’s values
Open the copy and choose Guide settings. Under placeholders add
client,portalandcontactwith that client’s values. A guide’s own placeholders win over any you set in Settings. - 3
Add the one rule that differs
Add a Warning note to the step it affects, for example
Acme uses a second approver for restores.
Publish to the right organization#
With NinjaOne connected, open a client’s guide and choose Export → NinjaOne. Pick the client’s organization instead of the global Knowledge Base, then publish. Thoth uploads a PDF with every screenshot by default. NinjaOne can’t keep pictures inside Knowledge Base articles, so a PDF is the way to keep them. Tick several guides in a folder and use batch publishing to send them all at once.
When the procedure changes#
- The copies are separate guides. Fix the master, then repeat the change in each copy, or use Find and replace with In set to the folder or to All guides to change wording in all of them at once.
- If screens change, refresh the screenshots in each guide, or keep the common steps in a reusable set and refresh it once.
- Publishing again updates the same NinjaOne document: the new file replaces the old one and the old one is archived, not deleted.