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 The author of the article is no longer active in the system.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

I would try changing the author to the person that wants to edit it. See if that works.

If not, I would open a support ticket with SN because it's easier for someone to troubleshoot when they have access to the instance.

[Tanvi modak1]

Hi Mike,

I tried changing author but its not editable. Even the author is not able to edit the article where version is showing as empty. I have checked for other Kb articles whose author is active still not able to edit the article. If you have any other solution please post else will create ticket with ServiceNow.

Thanks,

Tanvi

Tanvi

[Roshini]

Hi Tanvi,

I am also facing the same issue. Have you found out any reason for this issue?

[Roshini]

Hi @Tanvi modak1 ,

I am also facing the same issue. Have you found out any reason for this issue?

[Tanvi modak1]

Used Knowledge - Approval Publish and Knowledge - Approval Retire as Publish Workflow and Retire Workflow respectively for the Knowledge base in which the knowledge articles were present.