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

Carl Fransen1 · ‎01-14-2018

Thanks for the update Scott - I will try this and see if it works for us...

shloke04 · ‎01-12-2018

Hi,

May be I am late in replying this but the info can be useful for the others who are facing this issue. This is because of an OOB Script Include named "KBCategory" which in turn calls another Script include called "KBCategorySNC" where create access for Knowledge Category is provided to only below two categories:

If the User is a Owner or manager of the Knowledge article OR to anyone who is having the Knowledge Admin role.

To allow access for creation of Knowledge category to other roles as well you need to follow the below steps:

1) Create two new ACL i.e. one with " Write" operation and the other with "Create" operation and provide the Roles for whom you want the access to be provided.

2) Open the below ACL's and comment out the line written in the code i.e."answer=false" and provide the roles here as well in both the ACL. Below are the links for both the ACL:

https://instance.service-now.com/sys_security_acl.do?sys_id=ef94730aff4221003f07ffffffffff84&sysparm...

https://instance.service-now.com/sys_security_acl.do?sys_id=78a4730aff4221003f07ffffffffffa2&sysparm...

Replace the word "instance" with your instance name. This should work for you.

Hope this helps.Mark the answer as correct/helpful based on impact.

Regards,

Shloke

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

Hari34 · ‎05-21-2018

@perlemmingwittus Please let me know what you changed on those UI Macros.