Can Knowledge be reset back to OOB?

Smashley · ‎01-27-2016

A good amount of time ago our Knowledge module was configured, but as time has past, it is not configured in the way that would work best for us and our employees. Is there a way to reset the entire Knowledge module back to the OOB version to start fresh?

Shahed Shah1 · ‎01-29-2016

HI Ashley

Unfortunately there is no refresh/reset mechanism to reset the Knowledge Management application to the OOB version.

Having said that, one of the tricks that I do when trying to reset an application OOB is

Re-activate/re-enable the plugin (make a note of the Plugin ID)
Navigate to System Diagnostics â†’ Upgrade History
Open the record where the To field matches to the plugin ID
In the Upgrade Details Related List search for records where the Disposition is Skipped
Review each record and use the Revert to Base System UI Action

(Ref: Resolve a skipped update)

Of course, before doing this you may want to clean up all the data first (remove it all maybe?) and then re-activate the plugin with the option of getting the test data, if desired.

I have not done this with the Knowledge Management application before, but hope this points you in the right direction

View solution in original post

Smashley · ‎01-29-2016

His solution will work. We started using ServiceNow back on Aspen. My problem has absolutely nothing to do with workflows or adding them to what I have in place already. It has to do how literally the entire module has been configured, down to the Business Rules, UAC's, UI Actions, etc.

Deepak Ingale1 · ‎01-29-2016

Okay, got it

Smashley · ‎01-29-2016

Thanks!!