"Retire" button is not showing up for knowledge managers, knowledge admins

[Mikee Laurel]

Good day!  For some reason, the "Retire" button won't show up in the knowledge article form for users who already have the knowledge_admin and knowledge_manager role; it is only visible for users who have the admin role.

I already made sure that the users' names are included in under the Managers of the knowledge bases

I also followed the knowledge articles below but the issue remained unresolved:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0719100

https://docs.servicenow.com/en-US/bundle/sandiego-servicenow-platform/page/product/knowledge-management/concept/c_RetiredKnowledgeArticles.html

 Only administrators and knowledge administrators can view articles after they are retired - but it doesn't work in our instance.

[suvro]

Have you tried to check the UI Action Retire whether it has any role added to it. The role is embedded at the very bottom of the UI action form

[Mark Manders]

What are the conditions on the 'retire' button? Do they include the knowledge_admin and knowledge_manager?

And check the read ACL's if people can still read retired articles. Maybe some configuration is in the way there.

If my answer helped you in any way, please then mark it as helpful.

Mark

[Martin Ivanov]

In the UI action condition you can find that one of the conditions is

new KBKnowledge().canRetire(current)

I would suggest going to this script and checking what is behing this method. This may give you the answe.

Please note that the actual logic may be in KBKnowledgeSNC class if you have not overriden it in KBKnowledge. Basically, check both of them.

Please mark Correct and Helpful if my answer helps you resolve your issue. Thanks!
Martin Ivanov
Community Rising Star 2022

[Eric24]

I had this issue when I gave the 'kcs_contibutor' role to a group in which some users already had the 'knowledge_admin' role. The "KBKnowledgeSNC" Script Includes has this code in the 'canRetire' function:

"if (pm.isActive('com.snc.knowledge_kcs_capabilities') && !gs.hasRole('admin') && gs.getUser().hasRole('kcs_contributor,kcs_candidate'))
return false;"

which means the button won't show if the user has the kcs_contributor role. 

Depending on your needs, the solution could be either one of the below:

• Create a distinct group for users with the 'kcs_contributor' role
• Override the 'KBKnowledgeSNC' in the 'KBKnowledge' Script Includes
• Use the 'knowledge' role for the group instead of the 'kcs_contributor' role