Not finding KB Articles when running Search
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11-08-2024 08:59 AM
Hello,
I'm in the process of getting old KB articles update since we've implemented ServiceNow about 3 years now. I've pulled a report that showed all the Expired KB articles and To Be Expired within two months.
Various IT personnel and myself started running some searches for some Expired KB articles and we noticed they the results were 0.
The Expired KB articles are still in the system when browsing through the Published list.
Is this something that could be fixed, configure?
Or this is more of a standard to ensure Expired KB articles cannot be used?
Thanks
Rum
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11-08-2024 09:30 AM - edited 11-09-2024 04:55 AM
If you are searching on the portal, check if the respective knowledge base is selected in the portal configuration.
OOB only published with an applicable Valid To date articles are displayed
This is the config of OOB SP, it wont search for any article in any other knowledge base but IT
Thanks
Deepak
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11-08-2024 09:57 AM
Hi,
KB articles that have gone passed their Valid to date will not show in the knowledge search. The Valid to date is a measure to ensure only verified knowledge displays for end users. If you want these articles to show in search you would need to extend their Valid date to a future date. Only then will they return in results.
Regards,
Eoghan
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11-08-2024 11:38 AM
ServiceNow documentation reports
Knowledge article validity is the date a knowledge article expires. Articles do not appear in search results after the Valid to date or if the Valid to date is blank.
Validity of a knowledge article
Since article is still published, if you have direct link or permalink you can read/edit depending of the rights
Depends on how you system has been configured there are several options.
One of them is to enable property glide.knowman.versioning.enable_minor_edits to true
OOTB the other property glide.knowman.versioning.minor_edit_fields has valid valid_to field included.
Having the article rights , from knowledge list you can edit multiple records following this SN documentation
Use the list editor