Hey @SHUBHAM78
Based on your description, this appears to be a Knowledge Management versioning/check-out inconsistency rather than a duplicate record issue.
Since you clarified that the two records have different sys_ids, what you're seeing is likely different versions of the same KB article. In ServiceNow, multiple records can share the same KB Number while representing different article versions (Published, Retired, Outdated, Draft, etc.).
The error:
"You cannot checkout this article as it is already checked out."
typically occurs when ServiceNow detects an existing checked-out version in the article version chain, even if the currently visible version is in Published state.
Recommended troubleshooting steps:
Verify all versions of the article
Navigate to Knowledge > Administration > Articles.
Search for KB0011900.
Add columns such as:
- Version
- Workflow State
- Checked Out
- Checked Out By
- Published
Check for a hidden draft or checked-out version
Sometimes a draft version exists that is not obvious from the default list view.
Look for records in Draft, Review, or Checked Out states.
Run a background script to inspect all versions
var gr = new GlideRecord('kb_knowledge');
gr.addQuery('number', 'KB0011900');
gr.query();
while (gr.next()) {
gs.print(
'Version: ' + gr.version +
' | State: ' + gr.workflow_state +
' | Checked Out: ' + gr.checked_out +
' | Checked Out By: ' + gr.checked_out_by +
' | Sys ID: ' + gr.sys_id
);
}
Review article version history
Open both records.
Check Related Links → Version History.
Verify whether a newer draft/check-out version exists.
Check for orphaned checkout status
In some cases, a checkout process may have been interrupted, leaving the article flagged as checked out.
If you identify a record that is incorrectly marked as checked out and no user is actively editing it, an administrator can clear the checkout flag after proper validation.
Additional Question:
Can you provide the following details for both records?
- Version
- Workflow State
- Checked Out
- Checked Out By
This information will help determine whether the issue is caused by an active checkout, an orphaned checkout flag, or a Knowledge article versioning inconsistency.
*************************************************************************************************************************************
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
Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb
