Outdated articles that were attached to a case can no longer be deattached if there is a newer version in the meantime.
Use case:
- Kb article X was attached to a case in version 1
- the article has since been revised (version 2)
- Service agent wants to deattach the article because it was not the resolution
- You can no longer delete version 1, because only version 2 is displayed in the Agent Assist.
This means that the wrong article will “forever” be attached to the case.
What are your thoughts on this matter? Anyone with the same problem?
Thank you for your answers.
