Retired and then re-published articles not able to be edited/updated
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3 weeks ago
When a retired knowledge article is re-published it is not then able to be edited as a normal article. The 'Edit' and subsequent 'Checkout' buttons are not available at all. This has lead to several knowledge articles needing to be removed and replaced with new articles as they are no longer able to be updated as information changes and they cannot be re-published when the valid to date comes to an end.
Is there a way to re-publish retired articles without then encountering this issue?
Is there a way to edit these articles that do not show the 'Edit' button? (We can get into normal articles through opening then via a report, but this is not available with any retired articles)
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3 weeks ago
Does the version field have a valid value?
Is ServiceNow potentially seeing the article as already checked out? Run a query on kb_knowledge, filtering on article_id. If there are any records excluding the current record with a workflow state other than published or outdated, then KBVersioningSNC.canCheckout won't allow you to see the UI action.
You can check the result of KBVersioning by running the following in a background script, replacing current with a GlideRecord query to your article
(new KBVersioning().canCheckout(current)- Mark as New
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2 weeks ago
Thank you this was useful to check on the article.
After a bit of digging, I think the issue may be the retired version not being marked as outdated and therefore preventing the 'checkout' button from being displayed on the latest version.
