Internal and Archived Articles

Internal articles are those that are created inside an internal category that has been set up for a department's or team's internal documentation that will not be accessible to the public.

When an article becomes outdated and needs to be removed from the knowledge base, instead of deleting it, archive it. Click the Edit Article button, and click the Settings tab. Select Archived from the Status dropdown, and click the Save button at the bottom.

Internal articles and archived articles will show up when searching for an associated article to link into a ticket. They will also show up in other technician searches for anyone who has permission to see them. Internal and archived articles should not be used, but can easily be mistakenly added to a ticket or linked as a related article. To help ensure that archived and internal articles are not used, their titles (Subject field or Name field for a service offering) should have a prefix at the beginning.