Using the Content Library trash

Overview

You can delete content from the Content Library and from moderation, moving them to the trash. You can restore deleted items in certain cases.

• Only content that users can read or edit are displayed. Users can restore, or permanently delete, only the pairs that they can edit.

• Users can only restore pairs from collections and Business Units (BUs) that they can access.

• Deleted content remain in the trash for 30 days, after which they are deleted permanently.

Use case: You accidentally deleted a Q&A pair in the Library or in Moderation, and you want to restore it.

Permissions

The ability to restore deleted content depends on your permissions (Admin/Super Admin or content owner).

• In general, your ability to see and restore content in the trash mirrors your Library permissions. If you can see content in the Content Library, you can see it in the trash.

• If you can delete content from the Content Library, you can permanently delete it or restore it from the trash.

Restrictions

Content cannot be restored under the following circumstances:

• When a Q&A pair/document is sent to Moderation, and is then rejected there, it goes into the trash.

  • If the version that is still in the Library goes into Moderation again, and the change is accepted back into the Library, the version in the trash cannot be restored.

  • The version deleted from the Library can be restored but the version rejected from Moderation cannot.

• If you use the Duplicate report, or Deduplicate function, to delete Q&A pairs, they do not appear in the trash; they are deleted permanently.

Documents linked to Q&A Pairs can't be deleted until they are unlinked;

Review cycle impacts

We retain a record of the review schedule assigned to content even when they are in the trash. If a pair is restored, the review cycle continues as though the pair had never been deleted, for example:

• Content will not be sent out for its regularly scheduled review as long as it is in the trash.

• If content is moved to trash before its review date, and is restored during or after its review date, its status after the restoration will be Pending Review. It will still need to be reviewed.

• If content is deleted during the review period, and is restored immediately (still within the review period) or after its review date, its status after the restoration will be Pending Review.

• If more than one person is scheduled to review the content, reviews and updates made before the deletion will be kept after the restoration, regardless if the review order is Any or All.

Viewing and filtering content in the trash

1. Click the Trash icon from the left navigation pane of the Content Library. All deleted items are listed, tab-wise.
   Note: The trash is automatically filtered based on the user who deleted the content. To see all of the currently deleted content you have access to, click the X after the person’s name, or click Clear All, to remove the filter.
   

2. Locate the document you want to delete. You can use the following options to help you locate an item:

   • Click the Filter icon at the top of the tab to see additional filter options. You can select from a number of filters to find content ( such as questions or answers, section name or content, merge tag value or catalog display name, specific tags, who deleted the content, and more; scroll down to see all the options), then click Apply.
     

   • Use the Add icon to add a filter or the Remove icon to remove one. Click + Add Filter to see more filter options.

   • To sort the trash, select a criteria from the dropdown list.
     

   • Toggle the Sort By icon to sort results from newest to oldest.

   • Click the three-dot menu next to the item to view its properties and activities.

3. Click the three-dot menu next to the document and select Delete.
   Note: If the document is linked to a Q&A pair, it can't be deleted until unlinked.

Restoring or deleting content from the trash

Deleting and restoring content creates entries in the Activities log. You can quickly restore items, or delete them permanently, by doing the following:

1. Click the Trash icon from the left navigation pane of the Content Library.

2. Locate the item you want to delete or restore, then click Restore to restore the item or Delete Forever to remove the item.

   • You can restore or delete multiple items by selecting the checkboxes associated with them, or by clicking the Select All checkbox at the top of the page.

   • If you have multiple pages of deleted content you can specify if you want to select all the items from the current page or from all pages.

Setting the trash retention period

Content sent to the trash is retained for 30 days by default before being permanently deleted, but you can change that timeframe:

1. Go to Organization Settings > Content Library > Preferences > Others, then scroll down to the Trash Retention Period setting.
   

2. Click Configure.

3. Change the retention period to a number between 30 and 90. If you are reducing the current value, you will receive a warning that the content past the new value will be deleted automatically.

4. Click Save.