Cannot add knowledge article categories

perlemmingwittu · ‎09-05-2017

Hi

I'm facing a problem in the knowledge module: When creating an article I cannot add new categories to it.

This is how it looks when adding via the plus-signs in the botton of each container (I also tried adding just 1):

When I press OK, the category is not transferred to the field on the form. When I click the search button to the right of the field again it looks faulty/empty:

I reload the form and I'm able to open the category picker again, but my "saved" values are not there.

I can open the knowledge base but I cannot add categories from there. There is no "New" button.

As a workaround I can open a category, edit it, and click Insert. That gives me the opportunity to add categories and subcategories, but it is 21 times slower than creating them via the picker.

It doesn't seem to be a rights issue or browser related. My colleague is experiencing the same issue.

We have "Disable category editing" hidden and in "false" state.

Can anybody help with this?

Best regards,

Per

Edit: We are on Helsinki. It works fine on my Jakarta DEV instance

perlemmingwittu · ‎12-08-2017

Hi Carl and others

The issue is now solved, although I could not - with my experience - have guessed this. Thank you Devoteam and HI Support

The culprit was the Helsinki patch 12a. Or rather: the changes made to some ui macros prior to that patch. The ui macros for target names dialog_button and dialog_button_ok_cancel had been changed which caused the patch to skip them. Some indentation was changed and some class attributes was removed. Minor, but enough to cause trouble.

So now I've learned to the upgrade history for patches. After reverting the two ui macros to base system it works. Hope I don't find something else that does not work because I reverted them.

I don't know if this - or something similar - is the cause in your case carlfransen but I would check the two macros in the "upgrade history" for your latest patch and anything else that is related to forms. This issue could appear in other versions than my Helsinki, I reckon.

It is a lot of work checking these skipped upgrades, but I have a feeling that I'll put a little more heart into that in the future Have a great weekend.

Best regards,

Per

View solution in original post

Manjeet Singh · ‎09-05-2017

Hi,

Go into the form designer for your article. You will need to replace the existing category field with the one that references "kb_category". It will change the field type from a drop-down to a reference/search. You should be able to select the categories you've set up from there.

The category will show up if it has at least one article associated.

Manjeet Singh · ‎09-05-2017

If Category Picker is not working then try this: Open an existing category (in a base where there is at least one), edit it and click Insert. Then, when creating a new article, I write the name in the Category field thus triggering a lookup.

perlemmingwittu · ‎09-25-2017

Hi Manjeet

Thanks for your input. As for your first reply, I am already showing the field. My problem is that I want to add the category at creation time, where I should be able to create a new one.

As for your second reply, that is what I am stating as the work-around in my post. It is a lot slower, and not the way it should be, but I'm beginning to suspect that it is an error rather than a wrong setting.

Best regards

Per

Carl Fransen1 · ‎12-06-2017

Hi Per,

We're on Jakarta and are having the same issue - it was working last week, but has for some reason stopped. I found that this is caused by the fact the 'parent id' field is not automatically populated in the category - see screenshot below - highlighted in yellow.

Updating this shows the category fine, but it's a bug as it should use the one selected when creating an article, see screenshot below:

I've also found that the users try to re-add the category again and then received the following error:

Did you ever find a solution for this, or did you log a ticket?