Overview
Responsive allows users to delete Q&A pairs from the Answer Library and from Moderation, moving them to the Answer Library Trash.
Note: If you use the Duplicate report to delete Q&A pairs, they do not appear in the Answer Library Trash. They are deleted permanently.
Deleted Q&A pairs remain in the Answer Library Trash for 30 days, after which they are deleted permanently.
Use Case: You accidentally deleted a Q&A pair in the Answer Library or in Moderation, and you want to restore it.
Viewing the Answer Library Trash
Click the Trash icon in the Footer menu of the Answer Library to display the trash.
The Answer Library Trash is automatically filtered by the person who deleted the content. To see all the currently deleted content, click the x after the person’s name to remove the filter.
Click the Filter icon at the top of the page to see additional filter options.
You can apply a number of filters to find content (scroll down to see all the options). In addition to the standard filters like Tags and Star Rating, you can also sort on the following:
- User who deleted the Q&A pairs
- Deletion timeline (From and To dates)
- Whether the pair was deleted from the Answer Library or from Moderation
Responsive provides a number of sort options to change how the deleted Q&A pairs appear on the page.
Restoring or Deleting Q&A Pairs from the Answer Library Trash
You can quickly restore a Q&A pair or delete it permanently by clicking the Restore or Trash Can icon associated with it.
You can restore or delete more than one Q&A pair by selecting the checkboxes associated with them, or by clicking the Select all checkbox. (If you have multiple pages of deleted pairs you can specify if you want to select all the pairs from the current page or from all pages).
When you have selected one or more checkboxes, click the Delete Permanently or Restore buttons to perform the associated action.
Deleting and restoring content creates entries in the Activities log.
Restrictions
Content cannot be restored under the following circumstances:
- If a Q&A pair is put in Moderation and is deleted there, it goes into the Answer Library Trash. If the version still in the Answer Library goes into Moderation again, and the change is accepted back into the Answer Library, the version in the Answer Library Trash cannot be restored.
- If a Q&A pair is put in Moderation and is deleted there, it goes into the Answer Library Trash. If the version still in the Answer Library is deleted, it goes into the Answer Library Trash. The version deleted from the Answer Library can be restored but the version deleted from Moderation cannot.
- If you use the Duplicate Report to delete Q&A pairs, they do not appear in the Answer Library Trash. They are deleted permanently.
Review Cycle Impacts
Responsive retains a record of the review schedule assigned to a Q&A pair even when it is in the Answer Library Trash. If the pair is restored, the review cycle continues as though the pair had never been deleted, for example:
- A Q&A pair will not be sent out for its regularly scheduled review as long as it is in the Answer Library Trash.
- If a pair 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 a pair 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 pair, reviews and updates made before the deletion will be kept after the restoration, no matter if the review order is Any or All.
Answer Library Trash Permissions
The ability to restore deleted Q&A pairs depends on your permissions.
In general, your ability to see and restore content in the Answer Library Trash mirrors your permissions in the Answer Library. If you can see a Q&A pair in the Answer Library, you can see it in the Answer Library Trash. If you can delete a pair from the Answer Library, you can permanently delete it or restore it from the Answer Library Trash.
|
Answer Library Permission |
Task |
|
All |
User can restore any Q&A pair that was deleted from the Answer Library |
|
My |
User can restore Q&A pairs from the Answer Library where that user is the owner |
|
None |
User cannot restore any Q&A pairs from the Answer Library |
|
Moderation Permission |
Task |
|
All |
User can restore any Q&A pair that was discarded from Moderation |
|
My |
User can restore Q&A pairs from Moderation where that user is the moderator |
|
None |
User cannot restore any Q&A pairs from Moderation |
Notes:
- Responsive will only display pairs that users can read or edit. The user can restore or permanently delete only the pairs that he or she can edit.
- Users can only restore pairs from Collections and Business Units that they can access.