Unable to create new article - as admin / all users in HR agent workspace

[1_Neo_matrix]

Users across all role levels (including Administrators and users with the KB role) are unable to create new Knowledge Articles directly from the HR Agent Workspace. The issue is seen across all 3 instances. 

we have raised an support case where the initial assessment stated that there is an issue with the KB plugin.  i tried the repair mode for both plugins but still the issue is not resolved . 

[MaryG]

Based on the screenshot, I would first separate the workspace access issue from the Knowledge Article creation issue.

The screenshot shows Page not found at /now/hr/agent, which suggests HR Agent Workspace itself is not resolving correctly. If users cannot get into the workspace page, then we are not yet at the point of validating whether Knowledge Article creation is failing from the workspace.

A few things I would confirm:

• Does HR Agent Workspace open when launched from the Application Navigator, rather than using the direct /now/hr/agent URL?

• Does the same issue happen for admin users?

• Can the same users create Knowledge Articles from the standard Knowledge module outside HR Agent Workspace?

• Is the issue that the workspace page is not found, the Create Article action is missing, or the action fails after clicking it?

If Knowledge Article creation works outside the workspace, then I would focus the investigation on the HR Agent Workspace experience/page/route/action configuration rather than continuing to repair the KB plugin. The KB plugin may still be part of the dependency chain, but the screenshot points first to a workspace routing or configuration issue.

[1_Neo_matrix]

Hi MaryG ,

Thank you for your response . below is the reply for your questions. 

• Does HR Agent Workspace open when launched from the Application Navigator, rather than using the direct /now/hr/agent URL?  YES
• Does the same issue happen for admin users? YES
• Can the same users create Knowledge Articles from the standard Knowledge module outside HR Agent Workspace? YES ( from backend - from the navigation menu )
• Is the issue that the workspace page is not found, the Create Article action is missing, or the action fails after clicking it? Action fails after clicking . The NEW button is visible when viewing all the article in HR agent workspace .once the button is clicked , i encounter this page .

Thank you for your time and support . Good day .

[MaryG]

Hi @Neo This narrows it down considerably. Since HR Agent Workspace loads correctly and Knowledge Article creation works outside the workspace, the KB plugin is not the root cause. The issue is with the New button action inside HR Agent Workspace specifically.

A few things worth checking:

• In UI Builder, open the HR Agent Workspace and find the action wired to the New button on the Knowledge Articles list. Check what page or route it's pointing to and whether that page exists and resolves correctly.
• Check whether the Knowledge Center Store app (sn_km_center) is installed and active. On current releases, the KB creation flow in workspaces routes through Knowledge Center — if it's not installed or is on an incompatible version, the action will fail.
• Check the browser console for errors when the button is clicked — that will often surface the exact page or component that's failing to load.

Since this is happening across all three instances, it's likely a consistent configuration or dependency gap rather than instance-specific data. I'd share these findings with your support case — the KB plugin repair was a reasonable first step but the evidence now points to the workspace action routing.