After checkout, is there a means to revert the knowledge article to its previous version?

[dsavant]

Use case:

- knowledge article is drafted and published (version 1.0)

- use [Checkout] to create a new draft (version 1.02)

- abandon the changes and restore the original version as the latest (version 1.0)

Our findings are that the out-of-the-box system doesn't have a means to withdraw the new draft, it appears one must proceed with approval/publishing.

There is a [Make Current] button but it doesn't appear when a draft version is present:(https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge-management/task/revert-previous-article-to-current.htm).

Reverting to a previous version would require either making a copy of the previous version and immediately publishing or updating the original with 'latest' = true and the draft with 'latest' = false.

Any and all suggestions welcome, thanks!

[asifnoor]

Hi,

Reject will automatically withdraw the current version and the earlier version will still be in published state. If the new version gets approved, only then the previous version state changes to outdated and the new version will be in published state.

Also, note that till the new version is not published, the earlier one will still be in published mode and there is no need of revert.

Kindly mark the comment as a correct answer and helpful if it helps to solve your problem.

Regards,
Asif
2020 ServiceNow Community MVP

[dsavant]

Thanks for the prompt reply Asif.  The request is to cancel prior to the approval process so [Reject] isn’t an option.  After [Checkout], new version is in ‘draft’ and the previous version is ‘latest’ = “false”.  Users see the previous version but it has a link to the new version and it says ‘draft’.  Our users want to be able to cancel the draft as if they'd never done the [Checkout]

[Alok Das · Accepted solution]

Hi,

The modification can be abandoned by deleting the current draft version. It deletes all the versions created after the last published version. Please find the below snipped of the confirmation while deleting the checked out draft version of KB article.

Kindly mark my answer as Correct and Helpful based on the Impact.

Regards,

Alok

[dsavant]

Thanks Alok, it appears the [Delete] function was hidden on our instance by our systems integrator and replaced by a [Cancel] function.  Since the [Cancel] function doesn't remove the unpublished revision or restore the 'latest' = true on the previously published version, the user has no way forward. 

I did test deletion from a list view of all articles and it appears to work the same way as you describe.  Therefore, I will advocate for restoring the out-of-the-box functionality and as a workaround, perform deletions upon request from list view.

Thanks for the prompt and helpful reply!