Knowledge Block Error

[kmod]

We are running into a problem with Knowledge Block updates. When a knowledge block is updated, KBAs using that knowledge block have to be manually updated to use the new version.

Instead, we would like the new version of the knowledge block to be automatically applied to any KBAs where is it used.

Has anyone encountered this before?

[sizzleMcFace]

This is by design, so that articles have stable, versioned content at publish time. If blocks updated articles automatically, already-published KBAs could change without editorial control. In a lot of organizations this would be unacceptable due to compliance or other reasons.

You will need to customize this process to achieve the automatic update that you described.

For example, you could set up a Business Rule which updates Knowledge Articles where the updated Knowledge Block's previous version is used, by parsing the Article Body, removing the previous version's content and then adding the updated version's content.

[SNLTDanny]

Hi there! This response is interesting because while the compliance/reasoning makes sense, but I have only been able to find information stating knowledge blocks are supposed to be handy due to the fact that you can update one KBB and it will update across all of the articles that it is in. I'm not able to find any documentation stating that it is by design, the issue that kmod (and I) are facing.

[Arnaldo]

Hello 
We have  versioning glide.knowman.versioning.enabled = true enabled  and blocks enabled in the DB 
When we update the a Block by a new version, the new contents are visible in the article who has block set previously to the update.
Versions of the blocks keeps the same user criteria. 



 

[SNLTDanny · Accepted solution]

Hey @kmod I had this same issue and the way we fixed it was by ensuring the Knowledge Block is set to HTML format. For some reason the system was defaulting ours to wiki, which KBBs do not work in wiki KBArticles. We had been trying to get HTML KB articles with Wiki KBBs to update, unknowingly. 

Once we changed the KBB to HTML, we were able to get the KBB to update within the KBA anytime a new version was published, without having to re-publish the KBA.

Kindly confirm if this helps solve your issue, mark as solved and helpful if I was able to be of assistance today! 🙂