Note

 

This documentation supports the 20.15.01 version of Remedyforce.

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Scenarios for updating published knowledge articles

You can update a published knowledge article in a few different ways. The following table describes scenarios in which you can choose to edit, clone, or check out a published knowledge article.

Goal

Recommended action

Example

Update multiple fields for a published knowledge article

Edit the published knowledge article and modify the values in the Title, Category, Status, or Article Details fields. After you save the knowledge article, your changes are immediately available to users. For more information, see Editing a knowledge article.

A published knowledge article describes the process for ordering iPhone and Blackberry mobile devices from a vendor. Users can now also order Android mobile devices from the vendor by using the same process. You can edit the Title and Article Details fields in the published knowledge article to include information about the Android mobile devices.

Update only the fields in the Article Details section of a published knowledge article and allow users to access the original article until you check in your changes

Check out the published knowledge article and update the fields in the Article Details section. Users can continue to access the original knowledge article until you check in the changes. For more information, see Checking out a published knowledge article for editing and Checking in the draft version of a published knowledge article.

A published knowledge article includes information about a known error in the current version of an in-house application. This known error also exists for the new version of the application that you are planning to release after a week. You can check out the knowledge article and edit the fields in the Article Details section. After you have released the new version of the application, you can check in your changes for the users so users can access the updated knowledge article.

Create a new knowledge article that is similar to an existing published knowledge article

Clone the published knowledge article and modify the required details. For more information, see Cloning a knowledge article.

A published knowledge article includes information about resolving issues with a printer in your office. You have recently introduced another printer and want to publish troubleshooting information, which is very similar to the information for the original printer. You can clone the existing knowledge article, make changes related to the new printer, and then publish the knowledge article.

Related topic

Enabling users to check out published knowledge articles for editing

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