Reverting to Older Version

[acookson]

Does anybody know if you can revert back to an older version of a Knowledge Article?

[tony_fugere]

There's the new "Versions" relationship that helps deal with versioning of items that are synchronized with the Update Manager (Update Sets), but Knowledge is not one of those tables unless you have modified your system to allow it to become synchronized.

That said, there is NOT an easy way to handle this. You would have to manually go to the History of the record and find the old values that you care about and manually update the KB article.

There is a hack here, though that will allow one to track versions on KB's going forward and not affect the way the system will upgrade to new releases later. This isn't smart enough to track any changes from prior to modifying the system in this way though. It will only work for KB's created AFTER implementing this hack. I'm going to post it mainly to grab the attention of ServiceNow in case they care, but feel free to try this out on DEMO or your SANDBOX.

1. Go to the Business Rule table.
2. Find Update Sync Check on sys_dictionary and set Active to false.
3. Go to Dictionary and find kb_knowledge's collection entry.
4. Add ,update_synch=true to the attributes and Update.
5. Go back to the Update Sync Check BR on sys_dictionary. Open the record.
6. Find the original version in the versions list, right click and choose Revert and confirm. (erases evidence of our touching it for system upgrades.)
7. Go to the Knowledge form and Personalize Related Lists. Add Versions.
8. Make changes to your KB article and Save.
9. Note versions starting to pile up with Revert that works.

Side effect here is that you are now capturing KB's in Update Sets. This could be a bad thing...