Knowledge articles with different authors - London

[momalik]

Hi All,

We have a slight issue with multiple knowledge authors. When a published Knowledge Article requires updating, its is checked out, and brought back to 'Draft' status so it can be updated with the new information. There may often be a need to allocate a new author to update the new version of the same knowledge article.

The new author is allocated by amending the author field, and the record is saved (clicking update / save). This new author then logs in, and finds the Knowledge article under Self Serve -> My Knowledge Articles. When they open the knowledge article to add extra content, all fields are greyed out - they are unable to proceed. It seems the only users who can edit a knowledge article which has been brought back from published to draft are Knowledge Administrators.

We do not want to give all users Knowledge Admin role. How can we allow new authors to edit knowledge articles which were previously in published state, and brought back to draft?

Thanks in advance.

Mo

[Paul Curwen]

What version are you running on? This should not be an issue. 

Check:

1. User Criteria for the Knowledge Base

2. User Criteria for the article (this is overridden by above in case of conflict) 

3. Then check the new user falls withinthe User Criteria set

Failing those, you may have a Role/ACL issue so check all ACLs on kb_knowledge table.

Hope that helps

Paul. 

[momalik]

Hi Paul, Thanks for your reply.

We are running version: London.

1) No user criteria against the Knowledge base - except for the standard knowledge base owner, and managers.

2) No user criteria against the Knowledge article

3) New user falls within the criteria set. In fact, the 'new' author / user selected could even be the same original author who wrote the article, and the fields are still greyed out for that user.

Have allocated knowledge roles one at a time to the 'new' author, and the only role which allows them access to the knowledge article for editing, is the Knowledge Admin role. NB: When a knowledge article is created fresh in draft, the change in author, and allowing edit of the knowledge article works fine. 

This is only when the article is brought back from published to draft, via clicking checkout. 

4) I will continue checking the ACL lists.

Kind Regards,

Mo