Contextual search on incident form is showing OOB knowledge articles. How to remove

Suggy
Giga Sage

‎02-18-2025 08:43 PM - edited ‎02-19-2025 01:55 AM

Contextual search on incident form is showing OOB knowledge articles. How to remove them

Suggy_0-1739940183046.png

 

PS - those articles are there in our KB at all.

In the screenshot that I provided, when I click on that article, it takes me to https://hi.service-now.com/kb_view.do?sysparm_article=KB0714239

 

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AshishKM
Kilo Patron
Kilo Patron

‎02-18-2025 09:15 PM

Hi @Suggy ,

If it's client instance, you can delete,retire or set active = false all ootb KBs.

 

-Thanks,

AshishKM


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Suggy
Giga Sage
In response to AshishKM

‎02-18-2025 09:21 PM - edited ‎02-19-2025 01:50 AM

@AshishKM those KA's are NOT there in our instance at all

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AshishKM
Kilo Patron
Kilo Patron
In response to Suggy

‎02-18-2025 09:30 PM

so, can you disable or retire them ?


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Suggy
Giga Sage
In response to AshishKM

‎02-19-2025 01:54 AM

@AshishKM  sorry, missed the word 'NOT'.

Those articles are not there in our knowledge base at all.

In the screenshot that I provided, when I click on that article, it takes me to https://hi.service-now.com/kb_view.do?sysparm_article=KB0714239

 

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