Reference Knowledge Articles

The Reference feature in the Note fields of requests, workflows, and many other records makes it possible for specialists to include references to other Xurrent records in their notes.  This include knowledge articles. When a user types some characters in the reference search box, all records of which the subject contains those characters are suggested to that user.  For knowledge articles, this also includes archived knowledge articles.  This can be confusing, as an unarchived knowledge article may sometimes have the same name as an archived knowledge article, which – in most cases – should probably not even be referenced. 

For this reason, it is now no longer possible to reference a knowledge article whose status is ‘Archived’.  It is of course still possible to link to an archived knowledge article, if that is necessary, by copying the URL of that article to a note.