Retired knowledge documents removal: Service Desk Manager

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

This document explains how to remove retired knowledge documents from a Service Desk mdb database by running an Archive/Purge rule.

Environment

Release:  17.x
Component:  CA Service Desk Manager

Resolution

To remove retired knowledge documents using Archive/Purge rules, follow the steps below.  Login to SDM as a user with the Administrator Role and perform the changes described.

1. Right-click on a retired knowledge document and select [Delete Selected Document].
   
   The document is now inactivated.  The document is physically in the database, but is marked as "Inactive"
2. Navigate to 'Archive and Purge' > 'Archive and Purge Rules' on the [Administration] tab.
3. Click [Show Filter] and change the Status to "Inactive". Click [Search].
4. Click on the Rule Name "Knowledge Document" to open the rule.
5. Update any values in the Rule Detail screen as necessary.  The Status dropdown should be set to "Active" and the "Days inactive" field should be changed based on the age of the deleted articles, then save the changes.
6. Refresh the Archive and Purge Rule List. For the "Knowledge Document" entry, click on the "Sel" checkbox, then click [Run Now] to begin the Archive & Purge process.
   
   The deleted documents will be archived and purged according to the "Days Inactive" setting.

Additional Information

• Performance Impact: Running Archive & Purge may affect Service Desk performance. It should be executed during a period of minimum end-user impact.
• Backup Recommended: It is highly recommended to take a backup of your database prior to running Archive & Purge Rules. [