Is there a way to delete unnecessary(retired) Knowledge Documents from a database?

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

How to remove retired Knowledge Documents from a database completely?

Environment

Service Desk Manager: 17.3.x

Resolution

You can remove Knowledge Documents as shown below after you retired them.

1. Log into Service Desk Manager (SDM) using a SDM privilege account and open 'Administration' tab.
   
   
2. Go to 'Knowledge' > 'Knowledge Categories'. Knowledge Categories Windows will be displayed. 
   
   
   
   
   
3. Right click on a retired Knowledge Document and select "Delete selected Document".
   
   
   
   
4. Open 'Administration' tab and go to 'Archive and Purge' > 'Archive and Purge Rules'.
   
   
   
   
5. Click on <Show Filter> button and select "Inactive" from 'Status' drop down list and type "Knowledge%" in 'Rule Name' field. Hit <Search> button.
   
   
   
   
   
6. Open a Rule named "Knowledge Document" and click <Edit>.
   
   
7. Change the Status to "Active" and other settings you need. Save the changes.
   
   
   
   
8. Click on <Run Now> to execute Archive and Purge.
   Knowledge Documents that match a value of 'Days Inactive' and 'Additional Query' will be archived and purged.

NOTE:

• Running Archive and Purge may affect performance of Service Desk Manager. We recommend to test it on your test server first, and execute it on your production box during non-business hour.
  
  
• Take a backup before you run archive and purge.

Additional Information

Working With Knowledge Documents

How to Archive and Purge Historical Data