Disabling comments on Knowledge base not working in instance, what could be the issue?

[snow_beginner]

Hi, 

So I have requirements to disable comments on some knowledge bases. I was able to do that by going to the knowledge > knowledge bases and then opening the relevant knowledge bases and checking the disable commenting box as in picture below.

when I click on the view knowledge base related links, I am led to a page with the articles within that knowledge base and when I click one open I can still comment on it. I am seeing the same behavior in my portal as well.

I did this in my PDI as well but there this works just fine. When I disable commenting in my PDI then I am unable to comment on ServiceNow knowledge base article or in the service portal. What could be the issue that it is not working in my instance?

[Dr Atul G- LNG]

Hi @snow_beginner 

I tried the same in my PDI and it is as expected.

It may be a cache issue only seems.  If not log a Now support case.

[snow_beginner]

Just so I am clear clearing cache is like mydevinstance.service-now.com/cache.do

I did that and it did not change the functionality. We just upgraded to vancouver patch last week, could this be an issue?

[Dr Atul G- LNG]

May be, try to repair the Knowledge management plugin once.

[Sumanth16]

Hi @snow_beginner ,

Please refer to below article:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0827033

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

Thanks & Regards,

Sumanth Meda

[snow_beginner]

There was an OOB business rule on the knowledge bases which was preventing the functionality from implementing as it needed a previous value to run. Since there was no previous value to begin with, the solution was to check disable commenting, uncheck and then recheck it.