Edit knowledge articles within a knowledge base to update information shared across
your organization.
Users with at least one role can edit knowledge. These users are known as knowledge
contributors. Users without any role can read articles and submit feedback, but
cannot edit articles.
However, knowledge managers can configure User Criteria to restrict access to certain
knowledge bases. For example, only members of the IT department can create or edit
knowledge articles in the IT knowledge base, such as desktop support information or
articles describing company IT processes.
Note:
- If the article versioning feature is enabled, only the knowledge
administrator, knowledge managers, and author can edit the checked-out
version of an article. If the feature is disabled, any users with contribute
access to an article can edit the draft version of the article. An
administrator can disable the article versioning feature by setting the
glide.knowman.versioning.enabled property (from the
System Property [sys_properties] table) to
false.
- If an article is associated with any ownership group, only ownership group
members have contribute access to the article even if they don't have
contribute access to the knowledge base of the article. They can edit,
approve, publish, and retire the knowledge article with which they are
associated. For more information, see Ownership groups.
- If the
glide.knowman.translation.enable_translation_task
property is enabled, you can’t modify the knowledge base of existing
articles.
-
Navigate to .
-
Select an article from the Published or
Unpublished category.
-
On the Knowledge form, click Edit.
-
If the article versioning feature is enabled, click
Checkout for a published knowledge article.
You can only edit the latest version of a knowledge article.
-
Click Update.
When you edit a knowledge article, a default value appears in the
Valid to field. You can select whether to keep or
change the default
Valid to date.
Note: If the article
versioning feature is enabled, the default value of the
Valid
to date in the updated article version is automatically set
based on the following criteria:
- If the Article Validity field in the
knowledge base associated with the article is blank, the
Valid to date value from the earlier
version of the article is retained.
- If the Article Validity field in the
knowledge base associated with the article is not blank, the
Valid to date is automatically updated to
start from the date the article was updated until the number of days
specified in the Article Validity field
(Article updated date + article validity).
If you move a knowledge article to another knowledge base, the
default value of the
Valid to date in the updated
article is automatically set based on the following criteria:
- If the Article Validity field in the
selected knowledge base is blank, the earlier Valid
to date value is retained for the knowledge
article.
- If the Article Validity field in the
selected knowledge base isn't blank, the Valid
to date is automatically updated to start from
the date the article was updated until the number of days
specified in the Article Validity field
(Article updated date + article validity).
If the dictionary value of the
Valid to
field is modified, this dictionary value overrides the default value of the
Valid to field calculated according to the
Article Validity field.
The article is saved. If the article versioning feature is enabled, the
version of the knowledge article is incremented by 0.01. For more information,
see
Knowledge article version numbers - (Optional)
Publish the article by clicking Publish.
The knowledge article is published depending on the workflow setting of its
knowledge base:
- Knowledge - Instant Publish: The knowledge
article is immediately published.
- Knowledge - Approval Publish: The knowledge
article is published on approval completion.
When published, the knowledge article appears in the My Articles -
Published and All Articles lists. If the article versioning feature is
enabled, the version number of the knowledge article increments to the next
whole number (for example, from 2.02 to 3.0). For more information, see
Knowledge article version numbers.
