Why is Knowledge article set as Active= False despite being in Published state?

[ankita1506]

I am facing an issue where I have multiple KB articles set to Active= False but Latest= True. What I observed is that they are being set Active= False while new versions creation or any modification. I went through the workflow for knowledge bases but now the workflow is running properly but need to find the cause of why this happened earlier. Please guide

[The Machine]

Its hard to say.  Were the articles imported from another instance?  I know importing KBs via XML can break the workflow and versioning.

If its no longer happening, I'd fix them and keep an eye out.  Maybe set an email notification on that table to notify you and your team if it occurs again.  That way you can capture what happened in near real time.

Hope that helps.  🙂 

[ankita1506]

Yes the articles were imported from Lower instance but the surprising element is that in lower instance as well the active field is being set as False.

[Robbie]

Hi @ankita1506,

This does seem a little off. Have you checked the KB article(s) history to see what or who is setting the 'Active' flag to 'False'. Is there any consistency? Can you perhaps share the finding for an article that is Published and Active = False please?

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Thanks, Robbie

[ankita1506]

Hi Robbie, Yes I checked the history for most of the KBs. What I observed is that the Active field is set to false when either a new version was created or the article was modified.

Also, I tried creating a new version for one of those KB's after fixing the Active field through a script, but as of now the workflow is working fine.