Edit knowledge articles in review state also

[Abishek1998]

Hi,

So I need the Knowledge articles to be editable and should also be deleted from the review state also.
Currently I can do it in draft state. But not in Review state. 
All the ITIL users should be able to do this.

[Dan_Junqueira]

Hi @Abishek1998 .

What you are seeing is actually expected OOB behavior.

When a Knowledge Article is in Review, ServiceNow restricts modification to the users involved in the approval process. The documentation specifically states that only users included in the Approvals related list can modify an article while it is in Review.

So giving all ITIL users contribute access to the Knowledge Base will allow them to work with articles, but it will not automatically give them edit access while an article is waiting for approval.

If the requirement is that an author needs to make another change during Review, I would use the OOB Recall functionality instead.

The flow would be:

Review → Recall → Draft → Edit → Submit for approval again.

Recall moves the article back to Draft and stops the current approval process. This keeps the approval lifecycle clean rather than allowing the content to change while someone is approving it.

For the ITIL users themselves, you can create a User Criteria based on the itil role and add it to Can Contribute on the Knowledge Base. ServiceNow defines contribute access as the ability to create, modify, and retire articles.

I would be more careful with the delete requirement. I normally wouldn't give every ITIL user the ability to physically delete Knowledge Articles, especially while they are in Review. Retiring, recalling, or rejecting the article gives you a much better audit trail.

If the requirement is specifically that any ITIL user must be able to edit or delete an article while it remains in Review, then you are moving away from the OOB Knowledge lifecycle and would need to review/customize the ACLs and approval behavior.

Personally, I would first confirm why they need to edit the content without recalling it, because Recall already covers this use case quite well.

Here you can find the ServiceNow articles about it 
https://www.servicenow.com/docs/r/servicenow-platform/knowledge-management/approve-article-in-review...

https://www.servicenow.com/docs/r/servicenow-platform/knowledge-management/recall-article-in-review....

https://www.servicenow.com/docs/r/servicenow-platform/knowledge-management/t_SelectUserCriteria.html... 

Hope this helps. If it does, please mark the response as useful.