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Andrew Crawford
Andrew Crawford
Explorer ⭐⭐⭐⭐⭐
September 1, 2026
Question

Knowledge Base - Archiving vs Deletion

  • September 1, 2026
  • 7 replies
  • 53 views

With the new KB it seems to not be possible to move Archived KI??

Context - where a KI is to be removed and has links to tickets they cannot be deleted so our go to was to archive them and move them to an Archived “folder” - this now seems impossible so archived KI sit in non archived folders:

I realise that you can filter archived and active KI, but as a TOPdesk Application Manager this is just untidy!!

Any thoughts folks?

7 replies

Andrew Crawford
Andrew CrawfordAuthor
Explorer ⭐⭐⭐⭐⭐
September 1, 2026

Worth noting too that these still appear if linked to Standard Solutions and the operator forgets to unlink it

Joost Oostindie
Joost Oostindie
Contributor
September 1, 2026

Hi ​@Andrew Crawford,

In the old overview, when you click on a certain KI, you have the ‘More’ button where you can ‘Cut’ and then ‘Paste’ a KI in a different place. Is this option also not available anymore?
I don't have experience with the new Knowledge Base Explorer layout yet, so I'm hoping that you can tell me this is still possible!

If not, it will probably be best to ask TOPdesk or to create a tip to bring back this functionality to the new explorer.

Regarding the standard solutions, possibly you can also filter out archived KI's here.

Hoping this helps and, if not, that a solution will be implemented soon!

Joost mag het weten, jij ook!
Andrew Crawford
Andrew CrawfordAuthor
Explorer ⭐⭐⭐⭐⭐
September 2, 2026

​@Joost Oostindie Hi!
I think Stefan has better explained this below, but essentially it is possible to move KI just not into an Archived folder at present

Joost Oostindie
Joost Oostindie
Contributor
September 2, 2026

He did, thank you!

Joost mag het weten, jij ook!
Sanne van Opstal-Brakel
Employee
Sanne van Opstal-Brakel
Employee
September 1, 2026

​@Stefan van Opstal can you perhaps help ​@Andrew Crawford  as well? 

Sanne van Opstal-Brakel, your TOPdesk Community Fairy Godmother
Stefan van Opstal
Employee
Stefan van Opstal
Employee
September 1, 2026

​@Andrew Crawford, this is a known issue and something we are working on to fix. We will make sure an archived folder is selectable in the "move to folder" function (which is the new cut & paste ​@Joost Oostindie) 

With regards to the links to standard solutions. We chose deliberately to keep these KI's that were used as structural items so that these links would stay intact and you would not lose any history or you had to completely restructure your knowledge base. The side effect is indeed visible if these structural items were used in standard solutions.

Would be good to understand the use case for this.  
 

    Andrew Crawford
    Andrew CrawfordAuthor
    Explorer ⭐⭐⭐⭐⭐
    September 2, 2026

    ​@Stefan van Opstal  thanks for the reply, I am glad it wasn’t me not understanding how it worked!!

    In terms of the Standard solutions this is more a case of “housekeeping” - our preference would be that the SS is archived when the KI is, other wise if it is still able to be selected, Operators might be sending out incorrect information

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