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Automatic changes after Knowledge Management v3 migration

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Automatic changes after Knowledge Management v3 migration

Upgrading to Knowledge Management v3 automatically changes knowledge functionality including the knowledge user interface and security model.

Default knowledge base

When you upgrade from Eureka or earlier, a default knowledge base is created, titled Knowledge, that contains all knowledge articles from the previous version.

After the upgrade, you can add and edit articles in this knowledge base.

Articles in the default knowledge base continue to use legacy functionality, such as role-based access controls. Any customizations you made to knowledge functionality before the upgrade are preserved in the default knowledge base.

Knowledge search changes

By default, the legacy knowledge portal uses knowledge v3 search with limited filtering options.

You can filter results only by knowledge base. Search results include only those articles the current user can view based on user criteria. ACLs do not restrict search results.

Knowledge security changes

Knowledge v3 manages access to articles with user criteria rather than roles and ACLs.

Existing ACLs on the Knowledge [kb_knowledge] table are preserved, but with the following changes.
  • A version of 3 indicates that a knowledge base uses the knowledge v3 functionality.
  • A version of 2 indicates that a knowledge base uses legacy functionality.
New ACLs introduced by knowledge v3, such as field-level controls, apply to all knowledge bases.
When you upgrade from Eureka or earlier, any custom ACLs you implemented for the Knowledge table still apply to any knowledge records in the default knowledge base. Knowledge v3 updates ACLs that exist before upgrade so they only apply to Knowledge [kb_knowedge] records where this field value is 2.
Note: These changes affect the default knowledge base. Even if you are not using the new knowledge functionality, the legacy knowledge behavior may change if you have made customizations to ACLs on the Knowledge [kb_knowledge] table. Ensure you configure knowledge access controls after upgrading to prevent unexpected behavior.

Because Knowledge v3 introduces ACLs for the Knowledge [kb_knowledge] table, if you do not have high security enabled, you may notice differences in default behavior. See KB0549970 for information about configuring Knowledge v3 without high security.

Knowledge article view changes

The Knowledge application uses the kb_view UI page to display knowledge articles.

UI page

The following changes apply automatically when you upgrade from Eureka or earlier:
  • The existing kb_view page is renamed to kb_view_customer. The kb_view_customer page is used to display articles in the default knowledge base, preserving the legacy user experience.
    Note: By default, the kb_view_customer page is publicly accessible. As an administrator, you can change this behavior by modifying the sys_public table record for this page and clearing the Active field in the record.
  • A new kb_view page is used. This is becomes the primary page used to display articles that are not in the default knowledge base.
You should review all customizations introduced around the legacy kb_view UI page.
  • URLs should not be updated as the new kb_view page redirects to the correct page depending on the article.
  • Customizations made to the kb_view UI page are automatically copied to the kb_view_customer page on upgrade.
  • Other customizations that affect kb_view may need to be copied or modified to apply to kb_view_customer. For example, an ACL defined for kb_view may need to be duplicated to provide security coverage for kb_view_customer.


Legacy feedback functionality is retained for knowledge articles displayed in the legacy article view. Users can continue to use the feedback options to view, add, and reply to comments on these legacy articles. Legacy comments are retained in the Knowledge Feedback [kb_feedback] table.

To retain the legacy comment functionality with new knowledge articles, set the Use Live Feed for Knowledge feedback property (glide.knowman.use_live_feed) to false. This property is set to false by default.

Knowledge portal changes

While the legacy knowledge portal, kb_home, has not changed in Knowledge v3, we strongly recommend that you consider moving to the new Knowledge v3 home page, $

UI page

You can search articles from the knowledge portal and filter search results by knowledge base, and by language if the instance uses knowledge management internationalization. This portal also appears for users on older browsers, such as Internet Explorer 9, instead of the knowledge homepage.

Navigation add-ons are available in the legacy knowledge portal. Navigation add-ons of the Link type appear in the top-right of the portal. To add navigation add-ons of the Search type, you must customize the kb_home UI page.


By default, the legacy knowledge portal uses knowledge v3 search with limited filtering options. You can filter results only by knowledge base. Search results include only those articles the current user can view.

Access a knowledge base or search engine

You can add new search engines to the advanced search function or add links at the top of knowledge pages.

Before you begin

Role required: admin

About this task

This feature lets you configure access to a knowledge base, either public or private, or to a public search engine.


  1. Navigate to Knowledge > Administration > Navigation Add-ons.
  2. Click New.
  3. Complete the form.
    Table 1. Navigation Add-on form fields
    Field Description
    Name Enter the search engine name or link text.
    Type Select Search or Link.
    Order Enter a number to indicate the sequence of this search option or link.
    URL For a link, enter the URL. Leave blank for a search engine.
    Script For a search engine, enter a script that opens the search engine's results page for the search text. Leave blank for a link.
  4. Click Submit.

Knowledge submissions

Knowledge submissions created from tasks continue to work in knowledge v3 with minor changes.

By default, the Topic and Category fields no longer appear on the Submission form due to the knowledge v3 category changes.

The property glide.knowman.submission.workflow no longer appears on the knowledge properties UI page. To enable knowledge submissions, set this property to true on the System Properties [sys_properties] table.

See creating knowledge from incidents and problems for instructions on using knowledge submission in knowledge v3.