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 The author of the article is no longer active in the system.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]

Something looks off. Idk how the user criteria diagnostics is saying that someone has access to the KB when the can read or can contribute is blank.

Any, please add a role to the can read and can contribute and that should do the trick.

[Tanvi modak1]

Hi Mike,

I have added itil role to Can read and Can contribute(See below) and impersonated with user having itil role, but still not able to edit the article.

Thanks,

Tanvi

[Mike_R]

Can you try creating a new article and see if that one works as expected? Maybe somethings corrupt on that existing article.

[Mike_R]

Also that article in the screenshot is retired. You will need to click on "Republish" before being able to checkout/edit.

[Tanvi modak1]

Hi Mike,

The newly created article is editable because for this article the versions are available. But for previous article versions are shown as empty. Maybe because of that the previous article is not editable. Our client wants to edit this article and refusing to create new article. Is there any other way where we can edit the article.

I have pasted screenshot of new article.

Old article:

For the previous article checkout option isn't available even when article is in Published state:

Thanks,

Tanvi