Specifying a Replacement Article when Retiring a Knowledge Article

A knowledge base article about Specifying a Replacement Article when Retiring a Knowledge Article provided by the UC Berkeley IT Service Hub - Knowledge Portal

Introduction

The Replacement Article feature allows Knowledge article authors to specify a successor when retiring a Knowledge article. Instead of leaving users with outdated or unavailable information, ServiceNow can automatically redirect them to the designated replacement article.

Instructions: How to Specify a Replacement Article

  1. Open the Knowledge article you want to retire.
  2. Change the article state to Retired.
  3. Confirm the article retirement by clicking Yes and Retire.
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  4. In the Select Article field, search for and select the article that should replace the retired content.
    Retire an article confirmation - Yes/No - Select Article for replacement

  5. Click Retire.
  6. Save the changes.

Note: The replacement article should already be published and available to the intended audience before retiring the original article.