Ownership group field on the article form is not visible

[Manisha30]

Hi All,

We found an issue where one of our users is not able to view the ownership group field on the article form.

When the user is trying to edit or create any knowledge article, do not see the ownership group name.

And the user is able to view it in lower instance with the same roles and groups.

Can someone provide your expertise over here

Thanks in Advance!!!
Manisha

[Viraj Hudlikar]

Hello @Manisha30 

It sounds like a frustrating issue! Below steps you can take to troubleshoot this problem:

-> Ensure that the user has the necessary permissions to view the ownership group field. You can turn on the security debug and impersonate the user to see if there are any ACL rules blocking access. OR try to use access analyzer feature.

-> Make sure the field is not set to be hidden or read-only in the form layout for the specific user role.

-> Sometimes, clearing the cache can resolve visibility issues.

-> Since the user can see the field in a lower instance, compare the configurations between the instances. Look for any differences in roles, groups, or field configurations.

-> This should not be case, but did you compare the plugin of KB is having same version on both instances.

If you are new with Access Analyzer, check this video - https://youtu.be/yhW0RZEPFLw?si=mQrQVNfNV40AWNxB

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[Ankur Bawiskar]

@Manisha30 

Did you try to use access analyzer and see what's blocking it?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Arjun2]

@Manisha30 

Can you check if the field is available on form layout? Can you check the onload client script on ownership group ?

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0824741