Note

 

This documentation supports the 20.15.01 version of Remedyforce.

To view the latest documentation, click

Checking out a published knowledge article for editing

To update only the fields in the Article Details section, you can check out a published knowledge article for editing. The following table lists the fields that can be updated based on the article type.

Article typeFields updated
FAQ
  • Keywords
  • Question
  • Answer
How To
  • Keywords
  • Question
  • Answer
Known Error
  • Keywords
  • Error
  • Root Cause
  • Workaround
Problem Solution
  • Keywords
  • Problem
  • Solution

Users continue to access published knowledge articles until you check in the changes. If a published knowledge article that is checked out meets the search criteria defined by users, that article is also displayed in the search results.

Note

To check out a published knowledge article for editing, you must have the Remedyforce Knowledge User permission and your system administrator must have added the KM_ActionToolBar Visualforce page to the Knowledge Article page layout.

To check out a published knowledge article for editing

  1. Click the Knowledge Articles tab.
  2. In the Article ID column, click the ID of the knowledge article that you want to check out.
  3. On the Knowledge Article page, click Check Out.
    The Check Out button is replaced with a link to the draft version of the published knowledge article.
  4. To open the draft version, click the knowledge article link.
  5. On the Knowledge Article page, click Edit and update the required fields.

    Note

    You cannot change the status of the draft version to In Review, Published, or Retired. However, you can clone the draft version or submit it for approval.

    Although you can update most of the fields in the draft version, only your changes to the fields in the Article Details section are applied to the published knowledge article.

  6. Click Save.
    You can continue editing the draft version of the knowledge article until you are ready to publish the changes for the users. For information about checking in your changes, see Checking in the draft version of a published knowledge article.

Related topic

Enabling users to check out published knowledge articles for editing

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