Hi @Community Alums
### 1. Modify the Knowledge Article View Configuration
The visibility of Knowledge Articles on the Service Portal is often controlled by configurations related to how these articles are queried and displayed. These configurations could be in the form of widget settings on the Service Portal or ACLs (Access Control Lists) that control access based on article properties.
Widget Configuration:
- If there’s a specific widget on the Service Portal that displays Knowledge Articles, check its configuration to ensure it doesn’t filter out articles based on the “Valid To” date being empty or past.
- Widgets might use encoded queries or specific logic to fetch articles. You may need to adjust this logic to include articles with an empty “Valid To” field.
Access Control Lists (ACLs):
- Review ACLs that apply to the Knowledge Article [kb_knowledge] table, especially those that might restrict read access based on the “Valid To” date field.
- You might need to create or modify an ACL rule to ensure that if the “Valid To” date is empty, the article can still be read.
### 2. Adjust Article Expiration Logic
By default, Knowledge Articles might be set to expire based on their “Valid To” date. You may need to adapt this logic:
Business Rules or Scheduled Jobs:
- Check for any Business Rules or Scheduled Jobs that automatically update article states based on the “Valid To” date.
- If such logic exists, adjust it to account for scenarios where the “Valid To” date is empty, ensuring those articles remain active.
### Example Script for a Business Rule:
(function executeRule(current, previous /null when async/) {
// Check if ‘Valid To’ field is empty
if (current.valid_to.nil()) {
// Logic to ensure the article does not expire
// For example, set the article state to a non-expired value
current.state = ‘published’; // Assuming ‘published’ is a state that indicates non-expiration
current.update();
}
})(current, previous);
Note: Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help us alot.
Thanks & Regards
Deepak Sharma
