Related Knowledge Articles
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09-18-2023 01:16 PM
Has anyone had related articles stop showing at the service level due to outdated or retired?
We are noticing that knowledge articles related to a service, once retired it breaks the linkage to related and no longer shows. However, if the article is outdated and a new version published the article relation still exists and is not broken.
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09-20-2023 05:37 AM
Hi Olivia,
I'm not sure I follow when you say at the service level. Are you relating them to Service offerings?
-Chuck
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09-22-2023 09:28 AM
We have knowledge articles that we relate to HR services such as benefits. So, a knowledge article about bereavement leave may be related to the Benefits service in case questions arise. I hope that helps explain more.
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09-26-2023 06:58 AM
Ah, ok. While I am not familiar with the HR module in ServiceNow, it does make sense (and is consistent) that outdated or retired KB articles wouldn't display to most users. Publishing a new version of the same KB number should keep everything linked and working, as it sounds like it does.
Hope that helps!
