Cancel KB article

[Rajkumar Sakthi]

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 

[Gaurav Shirsat]

I need to work on this and will let you know

Please Mark Correct and Helpful

Thanks and Regards

Gaurav Shirsat

[DirkRedeker · Accepted solution]

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