Knowledge functionality migration

You can migrate knowledge functionality to use your customized functionality with the knowledge v3 enhancements.

Replaced knowledge modules

When you are ready to migrate to knowledge v3, you can activate the v3 modules and deactivate the legacy modules.

Use the tables below to identify which knowledge v3 modules to activate and which legacy modules to deactivate. When activating a knowledge v3 module, deactivate the knowledge v2 module with the same name to ensure users access the correct module.

You can use the enablev3anddisablev2menus.txt backup script to enable knowledge v3 menus and disable knowledge v2 menus.

Table 1. Knowledge v3 modules
Title Order Link type
Homepage 100 URL (from Arguments:)
Articles 200 Separator
Create New 300 New Record
Unpublished 400 List of Records
Published 500 List of Records
Retired 600 List of Records
Flagged 800 List of Records
All 900 List of Records
Open Submissions 960 List of Records
Administration 1000 Separator
Knowledge Bases 1100 List of Records
Feedback 1300 List of Records
Ratings 1500 List of Records
Search Log 1600 List of Records
Navigation Add-ons 1700 List of Records
Messages 1800 List of Records
Properties 1900 URL (from Arguments:)
Overview 2000 URL (from Arguments:)
User Criteria 2100 List of Records
Table 2. Legacy modules
Title Order Link type
Create New 100 New Record
Published 190 List of Records
Edit 200 List of Records
Retired 240 List of Records
Feedback 300 List of Records
View 400 URL (from Arguments:)
Submissions 410 Separator
Assigned to me 420 List of Records
Open Submissions 450 List of Records
KCS 460 List of Records
Flagged Articles 470 List of Records
Ratings 480 List of Records
Searching Log 495 List of Records
Overview 496 URL (from Arguments:)
Administration 500 Separator
Navigation Add-ons 600 List of Records
Properties 700 URL (from Arguments:)
Messages 800 List of Records

Knowledge article publish and retire workflows

With knowledge v3, article state is controlled by workflows.

In the legacy knowledge base, article state was controlled by UI actions. UI actions from previous versions are available only in the default knowledge base.

To preserve your article publishing and retirement process in new knowledge bases, create workflows that follow these processes. To create these workflows, copy the default workflow that best matches your process and modify that copy. After creating workflows that use your article publishing and retirement processes, use these workflows as the Publish workflow and Retire workflow for the new knowledge bases.

Knowledge article category structure

With knowledge v3, all knowledge articles are organized by category and subcategory within knowledge bases.

The default knowledge base uses the legacy category structure; knowledge articles are organized by topics and categories.

Before you migrate articles, create a category structure for these articles in the destination knowledge bases. This structure can reproduce your legacy topic and category structure or can be extended to take advantage of the knowledge v3 category functionality.

Knowledge content migration

To use the new functionality available in knowledge v3 with legacy articles, you must migrate these articles out of the default knowledge base.

To migrate knowledge content, move articles out of the default knowledge base by changing the Knowledge Base value for each article. The state of the article remains unchanged when moving articles. After selecting a new knowledge base, assign a category to each article using the category structure defined in the new knowledge base.

After you migrate a knowledge article, the legacy feedback functionality is automatically replaced with the new knowledge feedback mechanisms. Legacy feedback is copied to the Live Feed Message [live_message] table to ensure previously submitted feedback is available for knowledge v3 articles.