Should links to KB articles that have been retired still work?

willow1 · ‎06-13-2017

We are on Istanbul, and have a lot of KB articles that refer and link to other articles. We also have a lot of users that email links to articles to other users.

We noticed recently that when an article is Retired, it is still accessible through these links, and there is no indication that it is Retired. Has anyone else experienced this? Is this "as designed", or are we missing something in our configuration?

Our hope is that users would get something like "article not found" in this case.

Thanks for any guidance!

Dave Smith1 · ‎08-01-2017

We don't set the active flag based on retiring an article OOB.

So what purpose does the active flag serve for a KB article? It clearly affects behaviour in some way.

brianf · ‎08-01-2017

Dave Smith wrote:

We don't set the active flag based on retiring an article OOB.

So what purpose does the active flag serve for a KB article? It clearly affects behaviour in some way.

Deactivated articles cannot be found with searching the knowledge bases by users, no matter their role, when searching from the front end. These articles are still available to Knowledge workers with Knowledge Engineer roles accessing them from the backend.

Setting this flag, Active=False, on retirement resolve the issue reported initially in this thread/

willow1 · ‎08-01-2017

brianf - that action (setting Active to False) did not resolve the issue in our environment, so I'm wondering if there is a definition somewhere in your settings that we may not have. I don't have the ability to see the settings, and am asking our Platform team to look at this issue for us, but they have numerous priorities - so any clues I can help find and provide would be helpful. Would you have any details about where the function of the Active t/f option is configured?

Dave Smith1 · ‎08-01-2017

Would you have any details about where the function of the Active t/f option is configured?

I'm guessing an before.afterUpdate Business Rule that flicks the value over.

Still feels odd that there's two fields kinda reporting the same thing, and both don't fully agree on how they should work.

willow1 · ‎08-01-2017

Dave Smith wrote:

I'm guessing an before.afterUpdate Business Rule that flicks the value over.

But as stated, just changing the value does not seem to be all that is required - I have manually changed the value, and the items can still be accessed with a direct "frontend" link.