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An additional option is available to retain a KB even if the import fails. This is helpful for investigation of issues. The failed KB is made inaccessible by default, but it can be turned on in the Setup/Patches tab of the Admin Console. A failed KB should never be put into production until the issue has been resolved.

Tip

KBs are automatically backed up upon import, as well as at defined intervals thereafter. Unless your organization has a specific need, we recommend disabling subsequent backups to prevent unnecessary strain on the system.

To disable KB backups:

  1. Log in to the admin console.
  2. Go to KB Management > Backup > [Edit KB] > Frequency.
  3. In the Frequency section, select Never.
  4. Click Next and then click Finish.

Disable KB on Import

If this is selected, the knowledgebase state becomes 'Disabled' upon import. This is useful in cases where a copied KB has existing rules/inbound mail accounts/external integration, and enabling them after import would cause them to become active and create conflicts with the existing live KB.

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