Cancel KB article

Rajkumar Sakthi · ‎05-28-2020

Hi

we have a option to propose a new KB Article in our Incident Form, when the agent does not able to find a suitable one for the issue. This floods articles in our Knowledge Manager Queue and most of them are duplicate/not needed.

Currently we move those articles to 'Retired' state directly from 'Draft', which resulted our retired articles are 3 times bigger in volume than published ones.

I dont find a OOB functionality to cancel an article. To serve the purpose, I plan to propose a new workflow state - 'Cancel' . By placing it at the end of the OOB workflow states (after 'Retired'). So that, Knowledge Manager can directly cancel the article from draft stage.

Do we have any other better way to achieve this.? Kindly guide me.

Regards

Rajkumar

DirkRedeker · ‎05-29-2020

Hi

If you want to keep the articles on the one hand, but do not want to set them to "retired" on the other hand, and want to have some housekeeping, I suggest to create a separate "Knowledge Base", just as a "parking place".

You could change the Knowledge Base for all of those Articles (in the field marked in the screenshot below).

That way, they do not appear in your "main" KB but will be identified easily to be "unwanted".

Maybe you can call this new Knowledge Base as "Duplicates" etc.

Let me know if that answers your question and mark my answer as correct and helpful.

BR

Dirk

View solution in original post

Allen Andreas · ‎05-28-2020

Hi,

You could go that route. Unless there's a desperate need to retain those articles that will never ever be published, I would recommend to just delete them? Normally, I'm not ever recommending to delete something, but with knowledge articles that are never going to be created/published, I'm not seeing the value to retain those. Retirement I don't think is good, as you've pointed out, for a few reasons...so it's either cancelled, just to retain them...or simply delete them. If you're trying to keep the association from the incident to the article and then show that it was addressed and cancelled, then yea, deleting isn't a good option. But if the article coming in from Incident is more of a "hey this might be interesting/good article content"...and it turns out not to be, and you don't need to reference that link and keep track of what happened to it, then deleting it would be better.

Please mark reply as Helpful/Correct, if applicable. Thanks!

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

Rajkumar Sakthi · ‎05-29-2020

Thanks much for your inputs, Allen. I would like to keep them in our system.

Gaurav Shirsat · ‎05-29-2020

Hi Rajkumar

What I have grasped from your issue and conversation with Allen this is my suggession

yes you can delete those retired article.

also I would Like to add that,There is no OOB role that allows delete access.

That being said, it would be fairly trivial to create one and an ACL that recognizes it.

Try an Create using ACL

https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/roles/concept/c_R...

https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/administer/contextual-security/c...

Please Mark Correct and Helpful

Thanks and Regards

Gaurav Shirsat

Rajkumar Sakthi · ‎05-29-2020

Hi Gaurav,

Thank you for the inputs. I want to keep those records in the system for future ref.

My only concern is put them in the correct workflow state. Meaning If they are duplicate I dont want them in Retired/OutDated bin which are inteded for published ones.

In my case they are getting ignored from Draft/Review/Pre-publish state itself.

-Rajkumar.