Duplicate Articles: how to cancel from the list

[Gianluca Roncat]

In the list of Potential Duplicates in Knowledge Center I have some cluster of 2 articles:

- an old expired article

- the new article who is exactly the same as the old one (ok, I know this is not the correct behavior)

I retire the old article but, after this, I want to cancel this cluster from the list but without use 'Unmark as Duplicate' since it's a real duplicate. 

How can I do it?

[MaryG]

@Gianluca Roncat 
I agree with your reasoning. If the articles are genuinely duplicates and you've retired the older article, you've addressed the underlying content issue. Using Unmark as Duplicate doesn't seem like the appropriate way to close out that finding.

Based on the current documentation, Unmark as Duplicate is the only documented action for clearing duplicate findings in Knowledge Center. Unlike potential knowledge gaps, there doesn't appear to be a separate Mark as Resolved action for duplicate clusters.

One thing worth checking is whether the cluster disappears after the next scheduled duplicate identification job runs, since the detection process regroups articles with each execution.

If the cluster remains after that, I'd consider this a functional gap worth raising with ServiceNow.

Ideally, Knowledge Center should distinguish between a finding that was dismissed because the articles aren't duplicates and one that was resolved by retiring redundant content.

[Gianluca Roncat]

For the subsequent AI training, I would expect a distinction to be made between genuine duplicates (i.e., cases that were resolved and were indeed true duplicates) and wrong ones (i.e., cases that should not be flagged again during future checks).

[Deepa22Patel]

Thanks for the feedback. This is good feedback, will be adding this to KM backlog for further evaluation.