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


Article ID: 15114


Updated On:


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


How to remove retired Knowledge Documents from a database completely?


Release: SDMU0M99000-14.1-Service Desk Manager-Full License


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. 

    <Please see attached file for image>

    src="/servlet/servlet.FileDownload?file=0150c000004AKbbAAG" alt="Knowledge_Categories.jpg" width="339" height="430">

  3. Right click on a retired Knowledge Document and select "Delete selected Document".

    <Please see attached file for image>

    src="/servlet/servlet.FileDownload?file=0150c000004AKbWAAW" alt="TEC1343365.jpg" width="525" height="300">

  4. Open 'Administration' tab and go to 'Archive and Purge' > 'Archive and Purge Rules'.

    <Please see attached file for image>

    src="/servlet/servlet.FileDownload?file=0150c000004AKbXAAW" alt="Archive01.jpg" width="544" height="315">

  5. Click on <Show Filter> button and select "Inactive" from 'Status' drop down list and type "Knowledge%" in 'Rule Name' field. Hit <Search> button.

    <Please see attached file for image>

    src="/servlet/servlet.FileDownload?file=0150c000004AKbYAAW" alt="Archive02.jpg" width="967" height="191">

  6. Open a Rule named "Knowledge Document" and click <Edit>.

  7. Change the Status to "Active" and other settings you need. Save the changes.

    <Please see attached file for image>

    src="/servlet/servlet.FileDownload?file=0150c000004AKbaAAG" alt="Archive04.jpg" width="833" height="511">

  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.


  • 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 > Retire a Knowledge Document

How to Archive and Purge Historical Data


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