What are the best practices regarding Knowledge Base article retirement vs archival?
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2 hours ago
My company is looking to clean up our Knowledge Base, and we are conflicted between retirement of articles and archival of articles. I've been working in our ServiceNow environment for 11 years and have only ever heard of retiring articles, mostly by setting the expiration of the article and letting it auto retire at that date. But recently, a coworker asked us to archive a bunch of articles for a section of the company that broke off from us and is now separated. I tried researching through ServiceNow's docs but I don't see anything mentioning archiving KB articles as a valid option. Does anyone know what the best practice is for what to do when an article isn't needed anymore?
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28m ago
Hi @imcarly
Its differ organization to organization. They check what feature is suitable for them. some company they have their own retention policy - after that they prefer archiving/deleting records.
Here are features of Knowledge Base article retirement and archival:
Data archiving involves identifying and transferring data that is no longer actively used in daily operations to a separate archival storage system, typically with lower-cost infrastructure.
The primary goal of Data Archiving is to free up space on primary storage. Saving costs and ensuring long-term and compliant preservation of data.
- an archive record can be restored and optionally any related records back into the primary table. (refer: https://www.servicenow.com/docs/r/platform-administration/managing-archived-data.html?contentId=zi77...)
When this knowledge article expires (automatically by system when valid to date is passed). Articles do not appear when browsing or searching after the valid to date expires, or if the valid to date is empty.
- Only administrators and knowledge administrators can view the retired knowledge articles.
- To reuse a retired article, administrators and knowledge administrators can republish the article. For more information, see Republish a retired article.
