Overview
This article is intended to guide IT employees with the access to create and edit articles through the process of archiving a knowledge base article when needed.
Note: This should only be used when an article no longer has utility in the service portal. This can include a software application's end-of-life support or using a different solution for an existing service. If you have any additional questions, submit a ticket on the
Knowledge Management Support service page.
Procedure
Please Note: If you happen to have an article that will be replacing the one you wish to archive, be sure to have the article's title available for reference.
Go to the article that you wish to archive, then select the Edit Article button.
Then go to the Settings tab.
Change the article's Category field to Archive. This will pull the article out of the public knowledge base.
From there, go to the Status drop-down menu and select Archived.
This will reveal a new field labeled Replacement Article. Enter in the name of an article you wish to use. This will redirect customers with the old link to the desired article.
Once the above steps have been done, select Save to complete the process.
The article will go into the Archive category which is visible only to service portal administrators and will no longer be seen in customer search results.
Additional assistance
For any questions or additional assistance about this process, please refer to the Knowledge Base Articles category or submit a ticket on the Knowledge Management Support service page.