Deletion removes an article from active use. Before you delete, consider whether archiving or unpublishing meets compliance needs better than hard removal—especially when auditors expect a trail of retired procedures.
When deletion is appropriate
Delete when content is wrong beyond repair, duplicated elsewhere, or relates to a product line that no longer exists. For seasonal guidance, prefer updating with a clear “no longer valid” notice for a transition window.
Effects on the help desk
- End users should no longer see the article in browse or search results once deletion completes.
- Bookmarks to the old URL may break—communicate replacements when the topic is still relevant under a new article.
- Service desk agents linking articles from tickets should update those references to a successor article.
Performing the delete
From Knowledge Base management, open the article’s actions and confirm deletion. Follow any prompt that explains whether stored files or attachments are removed with the record. If your organisation requires a second approver for destructive actions, complete that step first.