Restricting access to retired knowledge base documents

[mflexman]

When opening articles via their permalink it isn't shown if the article has been retired - hyperlinks from one article to another can then point to retired documents without the reader knowing. For example KB001xxxx is retired, but accessing via the following URL there is no way of knowing this: https://instance.service-now.com/kb_view.do?sysparm_article=KB001xxxx.

Has anyone any ideas of how to get round this?

Many Thanks
Mark

[mflexman]

I'm new to all this Geoff, can you help with an example of how I would do what you suggest please -

"Then, in the query script, you could load current with the gliderecord for that knowledgebase article instead of the one they were origiinally linking to."

[tony_fugere]

http://www.servicenowguru.com/scripting/business-rules-scripting/controlling-record-access-before-query-business-rules/

http://www.servicenowguru.com/scripting/business-rules-scripting/fixing-before-query-business-rules-flaw/

In this case you would just be setting up a query to change the sys_id of the article.

[mflexman]

Thanks Tony

I have managed to get the retired KB articles to not show, what I dont know how to do is to either pop up an alert to say "The document you requested has been retired" or to display a set KB article that would day the same thing (my preferred option as I can then provide hyperlinks to KB etc).

Any ideas?

[tony_fugere]

I thought I knew what Geoff was referring to here, but now that I took 5 minutes to try it out, I'm stuck on it. The Before Query business rule doesn't seem to do the trick for me.

Geoff, how did you replace the KB with your business rule? I tried GlideRecord and a .get call without luck.

[geoffcox]

Hello,

I've been experimenting a little and haven't quite managed to replace the retired article with anything nicer looking than "article not found." I haven't given up, but I'm on a deadline for a different project at the moment; I'll try to get back to it soon.

Cheers,
Geoff.

gcox@verisign.com