Updated Knowledge Blocks not auto-applied to the articles they are used in

[psullivan]

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. Our proposed solution is to create a business rule or script that is triggered as part of the publish workflow for knowledge blocks to push the new version to any KBAs that are using it.

Has anyone encountered this before?

Does the proposed solution make sense? (If there are any tips on implementation, please share, we are firmly in the decide phase.)

Is there a different solution that you implemented successfully?

[Lucas Vieites]

Hi psullivan,

what you are describing should be the default behavior; when you update a knowledge block, it should show that updated text, even if you are looking at earlier versions of the article.

Are you sure the block has been published? Are there any other components that could be interfering with the article view?

Kind regards,
Lucas Vieites
P.S. If my reply helped you, please mark it as helpful or correct so other community members can benefit from this information.

[psullivan]

Hi Lucas,

This behavior seemed odd, so glad to have reached out. We were curious to see if this was expected and glad to see that isn't.
 
Our implementation is large, complex and not standard. It appears like something that was done may be interfering with the auto-publication of updated knowledge blocks.

 
I haven't personally looked into this issue so I don't have any additional details, but I am pretty certain the updated blocks would have been published. If there are other basic things to check, please let me know. I will dig into this over the next couple days and will send back more details once I do.

Thanks,

-Paul

[Lucas Vieites]

Hey there Paul,

If you want to compare your instance deployment against a base system, you can request a dev instance via the developer portal. It may not have all the plug-ins available, but it's a good base line to see default behavior.

Kind regards,

Lucas