Handling Article Links within Other Articles

mbernste
Tera Contributor

‎03-05-2024 09:26 AM

I am wondering how others are managing articles that need to refer to other articles.  Right now, article authors are referring to other articles by putting the permalink into the article.  As you know, from a knowledge management/maintenance perspective, this is not a good solution as linked articles change, get retired, moved to another knowledge base, etc.  The "related articles" related list tab is good for the portal, but not good for a CSR (customer service representative) who is searching for an article.  How have others tackled this situation?  The CSRs are using the Service Operations Workspace (SOW) if that makes any difference.

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mbernste
Tera Contributor
In response to Vickie Runyon

‎03-05-2024 11:51 AM

What version of SNOW are you using and where do you enable that feature?

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Vickie Runyon
Giga Guru
In response to mbernste

‎03-05-2024 01:01 PM

We are on Vancouver. I believe the feature was added in Tokyo.

You have to enable the System Property: 

glide.knowman.enable_article_replacement_on_retire

Then, when clicking Retire on an article, a dialog box appears to ask if there is a replacement or not (Yes/No) and if Yes, what KB# is it.

Currently, the dialog box does not appear if working in Service Operations Workspace - nothing happens when clicking Retire if the System Property is enabled.

However, it does work in Classic and is confirmed to be fixed in the Washington release.