knowledge article is in pending retirement

[si21]

Hi expert,

we are facing issue on Kb article. It is stuck in pending retirement. I saw other community posts with same issue but did not help.

Let me know if found any fix to this.

TIA

[Robbie]

Hi @si21,

Can you provide a little more info and specifics. Standard configuration for Article Retirement is an Approval step.

In the Related Lists (Tabs) at the bottom of the Article page, you'll see an 'Approval' Tab which displays who needs to Approve the step before the Article is officially Retired.

I'm assuming this is not the case. Has the Retirement been approved? Is there an Approval Step? Can you share the Workflow?

Does this happen for all articles or is this an isolated case or certain Knowledge Bases etc?

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[si21]

Hi @Robbie , our knowledge base follows OOTB workflow. When an article reaches the valid to date, workflow goes to pending retirement. In current scenario, we have tried both accept or reject the pending retirement but nothing changed.

[Robbie]

Hi @si21,

Can you confirm if this is for just the 1 article, or all articles are experiencing this issue?

To try and handle this before I have confirmation whether it's a single article or not, something is clearly a little off.

For 1 specific article, can you check the Workflow context view.

In the Navigation menu, type 'Workflow All Contexts' (As Show below).

From here, search for the Workflow with the corresponding Article number and then navigate down to the 'Show Workflow' link. (Again - see screen shots) - This will help us see what stage the Workflow is in and maybe getting stuck.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[si21]

Hi @Robbie , this is happening for a particular article which has been reported.