Not able to edit certain Kb articles

[Tanvi modak1]

Hello Everyone,

We have certain KB articles in our system which we are not able to edit and all the fields are greyed out. Even if we retire the article the fields are greyed out. Checkout button is not visible for those articles. We have installed the Knowledge management v3 plugin in our system. The author of the article is no longer active in the system. For those kb articles the version is empty. Even as admins we are not able to edit the article. I have attached screenshot of one such article. Please help me find solution as this issue is critical.

Thanks,

Tanvi

[Mike_R]

The knowledge owner for that knowledge base should be able to edit. Did you set a Knowledge owner and try impersonating that person?

[Tanvi modak1]

Hi Mike,

Tried to impersonate with 'system administrator' which is owner of knowledge base still not able to edit the article. All fields are greyed out.

[Mike_R]

Can you send a screenshot of your knowledge base configuration record. 

go to instanceName.service-now.com/kb_knowledge_base_list.do?sysparm_query=active%3Dtrue&sysparm_view=

click on your KB and send me a screenshot of this, including the user criteria for can read & can contribute

Also, you can check out the User Criteria Disagnostics

instanceName.service-now.com/now/nav/ui/classic/params/target/km_diagnostics.do

[Tanvi modak1]

Hi Mike,

I have shared all the screenshots you have mentioned for.

Thanks,

Tanvi