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

[Vlad_Rozic]

Hi Pritam,

Thanks for your reply 🙂

Looking at your ACL list it does not differ from ours. None of these entries appear to have been edited or changed.. they appear to be the system defaults.

I have attached the difference between myself and another user.. this shows the fields that they do not see. Also, I'm just curious why it is that in Knowledgebase, I can't change views as with other forms.

[Pritam6]

If you are certain that there are no specific ACL's for each of those fields which may be restricting their visibility, have you reviewed the UI Policies and Client Scripts on the kb_knowledge table? There may be a script or policy running that is causing your issue.

With regards to the views, as standard KB Knowledge only has the "Default view". You should be able to create a custom view by navigating as follows: "Personalize > Form Layout > Form view and section > View name > New"

[Vlad_Rozic]

I can't locate anything that appears to be preventing those particular fields from displaying.

There are some items specified within the UI Policies and Client Scripts pages, but even after going through and disabling each one to make sure they are not the reason, I still found that these users could not view these fields.

Very strange! I did take a look at the Form View and Section, but this didn't help either, as I can set a form with whatever fields I want, but am not able to specify to use this form per user, so its only really available to be changed as an admin which doesn't help.

I also took a look at business rules, but there doesn't seem to be anything there either, as well as looking at that particular definition in the kb_knowledge table, but didn't find anything.. where could it be limiting this from I wonder..

[Pritam6]

That does sounds very weird. I still suspect an ACL / permission issue but unfortunately with having access to your instance it's becoming difficult to troubleshoot.

If all else fails raise a support request on /HI.

Apologies that we couldn't resolve this issue but if you do find a resolution please post back on here for us all.

[Vlad_Rozic]

Will do.. thanks again for your time and support. I will get in touch with Service Now and post a resolution once we can find one.