How Should End Users Create Knowledge Articles in the Zurich release?

[天宇石]

    In the Zurich release, users with the Admin or ITIL roles can select Knowledge → Create New and are directed to the Knowledge Center, where they can create new articles using the new experience.

    However, users such as Business Stakeholders or general end users without these roles only see the Self‑Service Knowledge Home or My Knowledge. When they try to create a new article, they are taken to the classic knowledge creation form, but the article body field does not appear, so they cannot enter any content.

    What is the recommended way for these types of users to create knowledge articles?

[Ashish Nahar]

https://www.servicenow.com/docs/r/servicenow-platform/knowledge-management/create-knowledge-article.... 

Role required: knowledge, knowledge_manager, knowledge_admin, knowledge_coach, knowledge_domain_expert, knowledge_group_member, admin. You must have contribute access to at least one active knowledge base.

About this task

Users with at least one role can create and edit knowledge articles. These users are known as knowledge contributors. Users without any role can read articles and submit feedback, but can’t create or edit articles.

Some knowledge bases may allow only certain users to contribute. For example, a member of the IT department can create knowledge articles in the IT knowledge base, such as desktop support information or articles describing company IT processes.

The requirement is users should have contribute role.

[天宇石]

Hi Ashish Nahar,
Thank you for your response.

Even for users who have the ITIL role (which includes the knowledge role), the text editor does not appear on the classic knowledge form.
For Admin users, the text editor is displayed correctly, as shown below.

I would like to understand why the text editor does not appear for non‑Admin users, including those with the ITIL role.

[Eoghan Sinnott]

Hi, 

You would need to check the Can Contribute User Criteria on the required Knowledge Bases. Just having the required role wouldn't be enough, if there is any sort of User Criteria applied on the Can Contribute tab, then the required users would also need to be added into this group in order to create Knowledge articles in that Knowledge Base.

Regards,

Eoghan

🌟 ServiceNow Rising Star 2025

[owenbarber · Accepted solution]

Knowledge role may only be enough to view Knowledge in an out of the box instance so your user may need the 'knowledge_contributor' role to create\edit. See Knowledge Management roles • Australia ServiceNow AI Platform Capabilities • Docs | ServiceNow