Deleting Knowledge Articles

[Bryan Campbell]

I would like to know what the suggested best practice is for removing knowledge articles.   This is of particular concern when it's an article that has not been published yet and is no longer required.

Currently Published articles that are no longer needed are being retired.

I'm curious to know if others are deleting records or have implemented some sort of process where it gets canceled.

[Travers M]

I'd imagine if it hasn't seen the light of day and is no longer relevant then it would be OK to delete it.   You wouldn't want something hanging around that might clutter things up later.

[rgm276]

if the article has never been used or associated with anything, then I would think its safe to delete, I know we have done this for records that were created by mistake, or were duplicates, as that can cause confusion, but we usually opt not to delete anything at this time, we've just left them in a draft state. The draft list can still provide a list of what is needed and\or not yet published.

If that draft list was unmanageable then I would see a couple of options

1) Delete the ones not associated with any records

OR

2) Change the active flag to 'false' on those records

OR

3) Simply add/update the 'choice' list to have a rejected/cancelled workflow state