Knowledge Articles Disappearing from Favorites in Service PortalIssue Users have reported that Knowledge Articles favorited in the Service Portal or Employee Center are disappearing from their Favorites list over time. Key observations include: Favorited Knowledge Articles disappear from the Favorites list without warning.The article links remain functional, often redirecting to the latest version.The issue is consistent across multiple users, indicating a systemic behavior. SymptomsFavorited Knowledge Articles disappear from the Favorites list without warning.Links to the articles may still redirect successfully to a newer or current version.Disappearance seems random from the user's perspective.ReleaseAll ReleasesCauseThis issue occurs when Knowledge Articles are deleted rather than retired. Deleted articles are permanently removed from the system and cannot remain in the user's Favorites list.If a user favorited a specific version that was later deleted, it will disappear from Favorites even if a newer version exists.ResolutionRetire Articles Instead of DeletingAlways retire Knowledge Articles instead of deleting them. This preserves their existence in the system, keeping them available in the user's Favorites list and audit trails.Use the 'Replacement Article' Field When RetiringWhen retiring an article, select a Replacement Article. This automatically redirects users who access the retired version to the updated article — maintaining continuity and improving user experience.Review Knowledge Lifecycle PoliciesUpdate knowledge management practices to avoid deleting published articles. Deletion should only be used for drafts or erroneous records.Educate Content Managers and Users Content teams should be trained on the importance of retiring articles with replacements.Users can be informed (via a tooltip or help text) that deleted favorites will disappear, but retired ones may redirect to the current version. Related LinksRetire a knowledge article Republish a retired article