View the list of expiring (KB) articles link is coming up blank.

[Snow Angel]

When I click on the link to view the expired articles, its coming up as "no records to display". Why?

75 articles are expiring in the next three months. Please review and extend their Valid to date, if required. If the date is not extended, the articles will expire.

View the list of expiring articles.

[Lauren Methena]

Could you please provide a screenshot of your filter conditions? The issue is most likely there. 

Here is a screenshot of how I set up my filter conditions to find articles that are about to expire.

Choose your knowledge base or bases.

Set a range for the Valid to dates (I do it month by month but there are many options to choose from).

Make sure your workflow is set properly. By choosing workflows that are published, review, scheduled to publish, or draft, you can find outliers AND not be inundated by outdated versions of articles.

And then - make sure your security is set up in such a way that you can view all articles in the knowledge base. If your security roles aren't set right, then you won't be able to see nor access all articles.

Consider saving your filter. Could be the OOB filter or link isn't working for you. Set up a new one and save it in your favorites.

Hope this helps! Please mark as correct or helpful if it is so. Good luck! Open to follow-up questions. 

Lauren

[Pam Calvey]

I use the same type of conditions (based on my system differences), and it works beautifully.  I use State (same as workflow) is not retired. 

[Snow Angel]

Hello Lauren,

Thanks for the reply. I've attached the screenshot. In my environment Users aren't ideally supposed to be setting up filter queries. The user is receiving a system email notification that has a link at the bottom, but when clicked nothing pops as shown in the screenshot.

"75 articles are expiring in the next three months. Please review and extend their Valid to date, if required. If the date is not extended, the articles will expire.

View the list of expiring articles."

so what needs a fix here?  

[Lauren Methena]

This is really interesting! 

We've had an issue in the past (and I've read about others having this issue) where due to security on certain permissions and roles - or due to certain roles not being assigned properly - authors cannot view nor edit their own articles. I don't know if that has anything to do with it.

Here are a couple of different factors/scenarios to look into - as well as a possible solution:

- It could be that the email that went out was sent automatically and there aren't actually any articles that meet this criteria. (Even if the user can't work the filters, you could run a quick report to test this theory by just looking for articles with a certain Valid to date.)

- There seems to be a mismatch in the wording (...expiring in the next three months.) and the filter conditions (Valid to on Next month). "Next month" isn't three months. So, that makes me wonder what the "Next month" setting is measuring for and how it's finding the date within the system. I would try different settings there.

- Check the roles and permissions of the user. Make sure they have rights to view and edit existing articles. (Good way to test this would be to find an article that meets this criteria and that is expiring soon. Can the author in question access it to make any changes at all? Can they see it in list view?)

- You could have too many conditions in your filter. Try first looking for just one condition and then the other. Slowly add in conditions until you find the one or ones that aren't picking up enough articles.

- Once you've figured out some solutions, if you wind up needing a different set of conditions, your admin should be able to go in and customize the email text and the link. Find the filter conditions that work for you, save that link, code it into the auto email, and see if that works moving forward. (Make sure to use something that's evergreen - the conditions I showed for Valid to BETWEEN date 1 and date 2 has to be refreshed every time, so that probably won't work here.)

Nine times out of 10, whenever I've run into this "No records to display" message, it's due to faulty filter conditions or security/permissions.

Good luck! Please let me know if any of these scenarios help you to fix the issue. Super curious now what the culprit (or culprits) could be. Could totally be a perfect storm of multiple issues.