Form Views when creating an Knowledge base article

[Vlad_Rozic]

Hello.

Among many other things I am currently looking into, is our instance's knowledgebase.. I am hoping someone could direct me with an issue I'm running into.

As an admin, I want to setup the Knowledge base form for users (when they go to create an article) to show certain fields, such as "Roles" which can be set by the person creating the article. What's strange to me is that as an admin I can see this field, and either add it or remove it like any other field.. however, when I impersonate a user, they do not see the same fields.

What's puzzling is that even after I provide these users with Knowledge_Admin role (in our dev environment) they still do not see the fields that I can see as the admin..

How do I go about making a view for them that is what I want it to be?? Is there some other setup form I am missing?

Thank you

[Pritam6]

Have you tried reviewing the Security Rules (ACL's) for the kb_knowledge table?

[Vlad_Rozic]

Thank you for your replies!

I am able to do as suggested.. go to the variables in question and right click > show security. It populates a list of about 19 entries, though I'm not familiar about the ACL much at all.. is it a case of me needing to add another rule in this list, or edit one of the existing ones?..

I noticed that some of the rules mention that the Knowledge role is needed to be able to read, write, create and delete.. but even after providing the user with this role the fields do not appear. This does however make Knowledgebase app available for the user, so they can go to actually create a new entry, just not with the fields I need them to see.

I did verify however that if I was to give the group the ITIL role, they can then see the fields as needed..

[Aaron40]

I think Pritam is probably right.

What I'd suggest is you go to the knowledge form as yourself and right-click on the variables that are going missing when you impersonate someone else. After you right click, click SHOW SECURITY RULES to see which ACLs are running against that field.

This will make it easy and quick to determine if an ACL is the issue.

[Pritam6]

Please can you confirm the element names of the fields that are not displaying?

Are they custom fields i.e. those that you have created?

Have you edited any of the Knowledge Base ACL's?

I have attached a screenshot of the standard Knowledge ACL's, does your ACL list differ in anyway?