Retire UI action is not visible when viewing article in Knowledge Center

kdelbridge · 3 weeks ago

How can we get the "retire" button to be visible when viewing an article that meets requirements of being able to be selected for "retirement"?

I viewed an article in classic Knowledge and the "retire" UI action is visible.

If I view that same article in Knowledge Center, I don't see the "Retire" UI action.

Any idea how I can get "retire" visibility in Knowledge Center?

Rafael Batistot · 3 weeks ago

hi @kdelbridge

See some of this support posts

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0858571

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0723002

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3082258

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Dr Atul - LNG · 3 weeks ago

Knowledge Center : Click on edit

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Vishal Jaswal · 3 weeks ago

Hello @kdelbridge

My recommendation is to not add Retire button in knowledge center and keep it as much out-of-the-box (oob) because with three clicks Edit > Then Three dots > Then Retire is already available.

So, try to educate the requestor or stakeholder and help them understand that to achieve this a decent amount of customization is required.

Hope that helps!

anamariatam · 3 weeks ago

Hi @kdelbridge,

I reproduced this on a Brazil PDI, and the Retire documentation says the same from Yokohama to Brazil.

This is expected in Knowledge Center. The article view is a reading page, and its three-dot menu only offers Flag Article and Copy Link. Record actions such as Checkout and Retire are on the page that opens when you click Edit, and Retire is in its More Actions (three-dot) menu. That is the Edit > three dots > Retire path Dr Atul and Vishal mentioned, and it matches the docs: "When editing an article, select Retire".

If Retire is missing even after clicking Edit, I would check two things:

Eligibility. Only knowledge admins, knowledge managers and the latest publisher of the version can retire. The article has to be published, and Retire is not available while there is a checked-out version.
The layout conflict in KB2817603, documented for SOW on Zurich Patch 4. Knowledge Center and Knowledge Capabilities in UI Builder each define a UX Form Actions Layout on kb_knowledge ("Knowledge Center Actions" and "Knowledge Actions"), and neither is restricted to a specific experience. The Order column added by PRB1753845 defaults to 0, and the layout with the lower Order is the one rendered, so the wrong set of actions can show up. The KB fix is to set the Order of the non-working layout to a higher value, such as 100. You can compare both records in sys_ux_form_action_layout filtered by Table = kb_knowledge. In the Australia and Brazil instances I checked, Knowledge Center Actions already has Order 100. I would test any change in a sub-production instance first.

If the business still wants Retire directly on the reading view, that means customizing the Knowledge Center kb_view page in UI Builder. I agree with Vishal on keeping it OOB, because Knowledge Center is updated through the Store and any page customization has to be retested after each update. If you go that way anyway, reuse the Retire Confirmation Modal that Knowledge Center already ships instead of writing your own retire logic. It is also worth raising it on the Ideas portal.

Hope this helps.

Sources: