Retired Knowledge articles in Global search

[harishdasari]

Hi,

can anyone help me, how can I make the retired knowledge articles not to be visible in Global search.

Actually service desk users are able to view retired knowledge articles by entering the number in global search.

can anyone please provide me the solution.

I have tried creating READ ACL on kb_knowledge table, but no use.

Thank you.

[Dave Smith1]

You'll need to amend one of the READ ACLs (or add a new one) that grants record visibility for those roles (knowledge, etc) that are permitted to see it.

Looking at my instance, there are only two ACLs governing read access to kb_knowledge - it'll be one of those.

[Dave Smith1]

Atul Kumar wrote:

Its working as expected since i suspect you are logged in via admin account and hence you are able to see it.

Itil users can't see it in any way.

This is actually incorrect, as Harish has explained, and I tested.

Try the following:

1. Find a published article and note its KB number
2. try a global search as an ITIL user and note it shows in results
3. now retire the article
4. try the same global search as an ITIL user and observe it's now omitted from results
5. try the same global search as an admin user and observe it's still omitted from results
6. put the KB number in the global search and try that - it now displays (despite it being retired).

I can confirm an ESS user can't view the article by searching against the KB number.   However, this certainly warrants further investigation.

[Goran WitchDoc]

I think it all boils down to the difference between a search result(list of results) and if the search is a "direct hit". I'm guessing, but I believe the search works like first it does a "normal search" and then that result is filtered through the search group filter to get displayed as a list of records. But if you search for the number it will be a "direct hit", that search doesn't go through the search group filter and just displays the record itself in a form.

And if this is the case, a ACL like the suggestion above would make it work thou.

//Göran

[Dave Smith1]

Goran Lundqvist wrote:

I'm guessing...

It's a good theory, and I agree there's got to be some discrepancy within the search mechanism that causes retired articles to become unfiltered.

And if this is the case, a ACL like the suggestion above would make it work thou.

But the deeper question is: why is this necessary?   OOTB, retired articles should be hidden (as per Retire a knowledge article ) but as Harish demonstrates, it's possible to circumvent the retired status if the KB number is known.

(paging saruppaul !)

[Michael Ritchie]

Tagging coryseering as he may have some insight here as well.