Previous Versions of article have disappeared

Eoghan Sinnott
Kilo Sage
Kilo Sage

Have come across a strange incident this morning where previous versions of a published article have disappeared. All previous versions are showing as 3.0 and cannot view versions 1 or 2 anywhere.  They do not appear when searching All articles by the KB number or title and also not in the drop-down of previous versions available. 

If I click on the previous versions on the left from the 'version in list' screenshot it just gives the error 'knowledge record not found'. I can view all previous versions of every article normally.

 

Has anybody seen anything similar before?

 

Thanks,

3 REPLIES 3

Tilly Penn
Tera Contributor

I have a similar (same?) problem.  This is what I see for some, not all of my articles.  Version 2.01 is the earliest version I can see.

TillyPenn_0-1674218970257.png

 

Lauren Methena
Giga Guru

We used to have this happen a long time ago, I think in New York or Orlando.

 

In our case, what caused it was if an article reached its Valid To date and thus expired, and we then went in to renew it, it would skip a version number for some reason. 

 

At this time, we had to check out articles manually and renew the Valid To date in each one individually. (IT WAS THE BIGGEST PAIN.) We have since then figured out how to turn on the permissions to give me access to update the Valid To list from list form. MUCH FASTER! (We're talking 6-10 hours depending on the month compared to 30 minutes.)

 

Anyway ... if your article expired before you could renew it, and then you renew it to publish it, that could be one of the issues. If you have a QA environment that you can access to test, you could purposely let some articles expire and then renew them to see if you can recreate the issue. 

 

Have you already talked to your system admin - and have you had a system upgrade recently? My other thought is that there could be some permissions with your profile/role that got messed up somewhere along the way - for you not to be able to see the previous versions.

 

Or, have your admin check system properties - maybe something in the naming/counting convention of your articles has been changed. 

 

Or, maybe when an update happened, it messed up some of your historical information. I say this because we've had it happen where when certain update sets or system upgrades have happened, it changes all the "modified on" dates to the date and time of the update, and it changes the "updated by" to the system admin name. It's frustrating, but not the end of the world. But I'm wondering if something similar has happened here.

 

I know it's not a full-on answer. However, maybe this gives you some places to look into at least. Good luck! Please feel free to reply with questions and let us know what you find out!

Hi Lauren, 

 

Appreciate the reply, unfortunately it doesn't seem to be any of these. Article was well within the valid to date when checked out. We also do use the list view to update valid to date and other fields in bulk if required.

Have only experienced it on this article article so far, we have well over 10,000 articles across all our KBs and haven't seen it on any other articles yet. 

No changes to our instance or system upgrades recently, admin is going to take a look into it as well for me.

 

Just strange that it has only happened (as far as I can see) on this one particular article.

 

Thanks again for your input.