Unable to Add Known Error Fields to Custom View

[Abhilasha G T]

Hi Team,

I have created a new view called Test_knowledge_view on the Knowledge table and configured a view rule for it.

However, I need to add the following fields to this view:

• Description (kb_description)

• Workaround

• Cause

I confirmed from the Dictionary that these fields are active and belong to the

kb_template_known_error_article table.

The issue is that when I configure the form layout, I am unable to see these Known Error–specific fields in the Available Fields list.

Could someone please guide me on how to properly configure the view so that these Known Error–specific fields can be added 

Thank you.

Regards,

Abhilasha

[Tanushree Maiti]

Hi @Abhilasha G T 

Following could be probable causes for your issue. Validate all.

• Field Visibility in Form Layout/Design: The field may not be selected for the specific view you are configuring.
  • Solution:
    1. Navigate to the relevant form (e.g., Problem or Knowledge Article form).
    2. Right-click the form header and select Configure > Form Layout or Configure > Form Design.
    3. Ensure your custom view is selected in the View dropdown.
    4. Find the desired "Known Error" fields in the "Available" slushbucket and move them to the "Selected" slushbucket.
    5. Save your changes.
• Field Definition/Table Mismatch: If the field was created on a child table but you are trying to display it on a parent table's view (or vice versa), it might not appear.
  • Solution: Verify that the "Known Error" fields are defined on the correct table (problem [prb_problem] or knowledge [kb_knowledge]) that the form is based on
• Access Control Lists (ACLs) Restrictions: Security rules might be preventing certain users, or even the admin in certain sessions, from seeing the fields.
  • Solution:
    1. Elevate your security privileges to see if the issue is permissions-related.
    2. If the fields appear after elevating privileges, an ACL needs to be adjusted to grant the necessary roles (e.g., itil, problem_manager) read access to those specific fields.
    3. Use System Diagnostics > Session Debug > Debug Security to identify any failing ACLs when viewing the form.
• Caching Issues: Sometimes, new fields or layout changes do not appear immediately due to browser or instance cache.
  • Solution: Clear the cache by typing /cache.do in the navigation filter or by using an incognito/private browser window to test the changes.