How to display knowledge articles past their valid to date in search results in service portal

Robert Duca · ‎04-18-2022

My customer is implementing end user self service knowledge and offering it through the current IT self service portal.

We have a process to review knowledge articles nearing and/or past their valid to date but they DO NOT want the article to disappear from searches upon that date breaching.

We have found references to valid to date at the widget level as well as search source scripts and a script include (KBPortalServiceImpl) which is being referenced in some search related widgets as well.

We have attempted to customize all of these elements to remove the valid to date checks and it still does not allow for the articles to appear even if they are still in a published state.

Is there something that overrides all of these changes that can be a single point where we can revise to achieve this requirement?

My customer does use valid to dates as a part of process but they do not want the articles to disappear from view until and only until they have been through the pending retirement process and once retired it then will be removed from searches.

This would be for portal searches only as well... has anyone done something similar to this and how many places need to be changed to make this work properly?

Uncle Rob · ‎04-19-2022

You could also Flow out an "auto-extend by 30 days", but I can almost guarantee that will incentivize their KM process not to re-validate KBAs.

If I could offer a "left field" option: keeping a large KB perfectly groomed is an insane labor that's hard to quantify benefit from. You could just leave KB's run indefinitely and let KB feedback warn you of out-of-date stuff.

You could also look into KB versioning and just have a normal review process that looks at versions over a certain age (but leave them running perpetually beyond that)

View solution in original post

Uncle Rob · ‎04-19-2022

No problemo! You inspired some content for my youtube channel 😄

davinlpn79 · ‎11-10-2023

Hey there Robert. You mentioned building a flow out to auto extend expiring articles by 30 days. I am in a similar situation and could use some direction on that. We have a ton of expiring articles coming up and we dont have the band width to update them all and at the same time dont want to lose visibility to them. Do you have a sample flow I can reference that will help me build that?

kmarinelli · ‎07-22-2022

Hi @Robert Duca

Did you happen to get a response from HI confirming this?

Thanks!

Karen