Set up 301 and 404 Redirects For Retired Knowledge Articles

Manal  AQUIL
Tera Contributor

Hi Community members,

 

As per below URL, we have new feature in Tokyo for knowledge: Ability to set up 301 and 404 redirects for retired articles.

 

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/product/knowledge-management/conce...

 

So far I have explored that in Tokyo, on click of retire button it will pop up a window which will ask us to add a replacement article . But despite adding replacement article, when I try to search for retired article in knowledge portal it doesn't redirect to replacement article. 

 

Kindly, help me navigate how to setup 301 redirection to replacement article when we search for a retired article in portal which is attached to replacement article otherwise it should redirect to 404 record not found.

 

Regards,
Manal Aquil

1 ACCEPTED SOLUTION

Hi,

After reading through the documentation, again, and then testing things within my own Tokyo instance. I can say that the functionality for redirection when accessing a retired article, that has an article specified in the "Replacement Article" field, does work and redirect to the selected article.

 

When an value is not selected for the "Replacement Article" field and you access that retired article, if you have higher level permissions (like admin), you'll see the retired article, if you don't  have higher level permissions, you'll see an error message that you can't access the article.

 

The above outcomes align to what I read in the documentation. The notes about the 301 and 404 codes do not state that they would be redirected to a 404 page.

 

So in the end, if a value is selected for the "Replacement Article" field, it'll redirect you. If no value is selected, then the behavior is that it tries to show you the retired article and if you don't have the correct permission to see it, you won't see it and instead see an error message, somewhat like what is mentioned in the documentation.

 

If you're expecting any other functionality and you feel there's a bug or issue with the platform, please submit a ticket to SN Support for further assistance. Otherwise, I'm glad I could answer your question and provide guidance which in turn resulted in you creating an article with a video to show others how it works, as I've mentioned above.

 

Take care! 🙂

 

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17 REPLIES 17

Hi Manal

I am facing the same problem, It is working in native UI but on portal it is not showing any replaced article.
Did you find a solution for the problem?



Grant Rowh
Tera Contributor

This feature does not work. It does not redirect to a new article as expected. Is anyone at @Servicenow looking into this?

Hi @Grant Rowh 

Can you give a bit more information? Does the retired article have another article specified in the Replacement Article field?


Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

Hi @Allen Andreas .  While retiring the article, I was prompted for a replacement.

GrantRowh_0-1696517554406.png

I provided the new article number, and clicked Retire, and approved the retirement. The article state was then "retired."


Here are the results:
In the Knowledge Portal and Service Portal, users see a "stub" of an article, that includes only the title and KB# marked "KB###### (retired)". It does not redirect to the new article.


If Knowledge Admins go to the retired article in either of those portals, it displays the entire article, marked "retired" at the top. It does not redirect:

GrantRowh_1-1696518048505.png

 

It only redirects when using Employee Portal. There is nothing noted in the documentation that it would only work in Employee Portal. Thanks for lookking into this.

Hello there,

 

Same behavior observed for me too .. I dont know how it worked for others, let me know if you found out anything that I might be missing ?

 

If you already figured it out, I'm curious !!!