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

天宇石 · 3 weeks ago

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?

owenbarber · Friday

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

View solution in original post

Tanushree Maiti · Friday

Hi @天宇石

This is expected behavior.

Refer : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0827035

If need to give those Business Stakeholders or general end users allow to create new KB article , you need to

Create ACL to give access to the user for 'text' field

Also you can refer:https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2615025

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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