Please restore all old Knowledge Base articles.
Please restore all old Knowledge Base articles in the new CMS.
There is a lot of Information in these articles and often resolutions to older user's questions simply refer to the appropriate KB article (which is in almost all cases not available). The current policy of uploading a KB article by request takes too long to be helpful in most situations and it might not apply to the problem at hand, so another round of request-upload-review is started.
I understand that you want to build a better knowledge base, but discarding all "old knowledge" is not helpful.
We are still in the process of updating and migrating valid KB articles into the Customer Portal and apologize for any inconvenience trying to find them. If there is a particular KB or procedure you are having difficulty finding, please do not hesitate to contact our Tech Support staff.
I would add that onlining articles only by request fundamentally misses the point of what a Knowledge Base is supposed to be. KB articles are not supposed to be just in-depth FAQs.
In my experience with OSI in the past, KB articles were typically written because finding the solution to a given problem was found to be non-trivial. If I were to venture a guess, the least accessed articles represent very specific problems that likely took a great deal of effort to solve, and some engineer or group of engineers at OSI took the time to write it up so that other people would be spared the pain they just went through. By removing those articles, OSI is consigning future customers to re-experiencing this pain when they run across the same issue. Moreover, because these least accessed articles do tend to be more esoteric, the issues tend to affect the heaviest users of your products, the ones who tend to use products to their fullest extent, not users who just want to know how to get an interface to buffer properly.
I understand that it takes work to do a major platform migration. Availability of accumulated public knowledge of how the PI System works should not become a casualty of that migration, however.
Also, I should note that the upload by request procedure suffers from the fallacy that a user experiencing an issue would even know in the first place that there's already a KB article discussing its causes or how to resolve that issue.