Knowledge base are not visible on SOW for KBs created from Incident

Sachithananda 1
Giga Guru

yesterday

on SOW for resolved incident when we try to create KB the Knowledge base are empty but on native view we are able to select Knowledge base

Sachithananda1_0-1771399788092.pngSachithananda1_1-1771399834436.png

Plugins Installed : com.snc.incident.knowledge

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1 REPLY 1

vaishali231
Tera Guru

44m ago

hey @Sachithananda 1 
This behavior is expected due to the difference between Native UI and Service Operations Workspace (SOW).
In Native view, the Knowledge base reference field mainly respects table ACLs. However, in SOW the lookup is more restrictive and strictly enforces:

  1. User Criteria (Can Read / Can Contribute)
  2. Active and Published state of the Knowledge Base
  3. ACLs on kb_knowledge_base
  4. Domain separation (if enabled)
  5. Any reference qualifier applied on the field

In most cases, the issue occurs because the user is not part of the "Can Contribute" user criteria on the Knowledge Base. Workspace will not display the KB in the lookup unless the user satisfies that criteria.
Recommended checks:
Open the specific Knowledge Base (for example IT Public)


Verify:


Active = true

Published = true

User is included in Can Read and Can Contribute user criteria


Also verify there are no restrictive ACLs on kb_knowledge_base and that domain matches the Incident record.
After adjusting the user criteria, the Knowledge Base should appear in SOW.

 

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

 

Regards

Vaishali Singh

 

 

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