This documentation supports the 20.02 version of Remedy Knowledge Management.To view an earlier version, select the version from the Product version menu.

After publishing an article

The following example illustrates a typical life cycle after the article is published.

Related topics

End-to-end-process
Knowledge-life-cycle-management

Example of a scenario after publishing an article

  1. A future review date is set (typically after a year) to ensure that the article content is still correct. When the review date arrives, a notification is sent as a reminder.
  2. Users search for and open the article, indicating whether the content is useful. Sometimes, they send a feedback or a request to update the content.
  3. The Knowledge User reviews the article and updates some of the content, if required. After the updates are made, a duplicate copy of the article is created, and the new version replaces the older version of the article. For more information, see Revising-knowledge-articles.
  4. At some point, when the article becomes obsolete, after getting the required approval, the Knowledge User retires it, rendering the article not relevant for use.
    By default, the retired articles are searchable. 
  5. If you want to change the default setting of not displaying the retired articles in the search results, follow the steps given below:
    1. As a Knowledge Admin, log in to the RKM: CFG Status For Search form (http://<hostName>:/<PortNumber>/arsys/forms/<hostName>/RKM%3ACFG-StatusForSearch/Default+Administrator+View).
    2. Click New Request and select the Article Status field value as Retired and the Status String For Search field value as Not Searchable.
    3. Click Save.
      The retired articles are now non-searchable.

Article life cycle after publishing

After publishing an article.jpg


 

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