Why do outdated knowledge base articles show when searching the knowledge base

[Robin Chadwick1]

I have a knowledge base populated with articles that were migrated from another instance of ServiceNow that was running a different release level. (Copied from an instance running Orlando to an instance running New York) ... Long Story.

When knowledge base articles are updated, a new version is created and the Workflow for all previous versions is set to Draft and the Workflow in the record shows as "outdated" - See Screen Shots below

The issue I'm having is when I search for the KBA, the article is found, but when I click on the link to open the article, it shows the first article created with the outdated workflow? (Images Below)

How do I get ServiceNow to display the most recent "Published" article.

LIST OF KBA'S

WORKFLOW SHOWS AS OUTDATED

KBA Search

Article Found

Article Displayed

[Willem]

Have you checked the search source? That should contain:

Valid to | after | Yesterday

Or this one:

yourinstance.service-now.com/nav_to.do?uri=ts_table.do?sys_id=2b77d9b64bd6c0d900c142874f8399f6

[Hitoshi Ozawa]

Not sure if this is correct but the problem may be caused by knowledge base version difference between New York and Orlando.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0713200

It may be better to contact HI support. They are able to look into the instance and provide quicker solution to cases like this.

[Robin Chadwick1 · Accepted solution]

The cause of the issue was the absence of the Knowledge Management Advanced plugin.

The source instance had the Knowledge Management Advanced plugin installed. The target instance did not. Once the plugin was installed, the search capability worked as desired.