Hi have a requirement while creating the known error article from the problem, author name and category is not populated ,how to solve this

[Techno Mint]

Hi  have a requirement while creating the known error article from the problem, author name and category is not populated ,how to solve this @shloke04  @Sandeep Dutta 

[Techno Mint]

Hi

i didn't get the answer

as you said created from related link 

 cate 

Category field is grade out and author field is not there , we are creating article from problem resolved

[shloke04]

@Techno Mint 

This is an issue related to the access you are having and not with the Knowledge functionality when a Knowledge is getting created from Resolved Problem.

As mentioned earlier, when you click on the link "Create Known Error Article" by default Category will not be filled for you and this is something which need to be selected manually. Also author is a field which is not displayed on the form and it takes up the name of the user who has created the article.

Now coming to the real issue according to me which you are having is the access with Category field on Knowledge Form.

To fix this you need to follow the steps below:

1) Updating Knowledge Category is only available for below list of users by default in an OOB instance:

a) Administrators

b) Knowledge managers

c) Contributors of the Knowledge base

So you need to be any of the above three to have the Category field editable for you. First two mentioned above are self explanatory while third one is the Knowledge Base which is present on your form i.e. Known error within that knowledge base you should have permission to contribute which is controlled using Can Contribute User Criteria. 

So please check on above 3 points and test it after adding the role or access it will work out for you.

For reference, this is controlled using the OOB ACL shown below:

https://instance.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=b1815a10d702210013ab49547e61031a

Replace "instance' with your instance name.

Another thing which you can look here is to create a new ACL which will allow access to the role or condition you want, but I would not recommend that unless it is really required.

Check with a user who has access as a Knowledge manager or who can contribute and your issue will be resolved.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Techno Mint]

Hi ,

i gave knowledge manager access to user ,he is creating the known error article ,now the category is capturing but same like before author is not captured 

please see the below screen shot

Can u please suggest how to capture the author

[shloke04]

@Techno Mint 

OOB author field has a default value set within it's dictionary to set it as current logged in user when a Knowledge article is created.

So when ever a Knowledge article is created either manually or from Problem it will set the author automatically to current logged in user and the same value will be displayed post creation.

Since in your case it is not happening so you need to follow the steps below and ensure the configurations are correct in place in your instance as mentioned below:

Navigate to "Dictionary" module and search for Column Name as "author" in Knowledge table as shown below:

\

Now navigate to "Default" tab and ensure default value is marked as true and Dynamic Default value is set as "Sender" as shown below. 

OOB this controls setting the author value to current logged in user, else if this is not available for you then set the default value as gs.getUserID(); which will work as well for you.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Techno Mint]

Thanks for your elaborated reply but the issue was not fixed ,as u mentioned in the screenshots already in my system it was there

so i was unable to fix this issue