UNABLE TO EDIT KB ARTICLES IN PUBLISHED (IN PROGRESS) STATE

[Byron Plant]

Hi all,

I need help in editing KB articles in DEV instance however, the KB articles does not have any checkout button. Also I checked the state and it is in PUBLISHED (IN PROGRESS) State. How can I edit these KB Articles?

[Byron Plant]

Hi @LCoughlin so sorry it took me a while to respond. I already confirmed this with client and they agreed to change the KB#. I did what you told me to do, I click the INSERT and STAY however, there is 1 field that I can't edit and it is the TOPIC (refer to screenshot). I do not know why I can't edit that field. I'm doing it in DEV instance and I already have the knowledge_admin and knowledge_manager role. Do you know why???

[LCoughlin]

Hey Byron,

I suspect that it has more to do with the depreciation of the Topic field/structure.  That field was depreciated long ago, so I suspect that new articles (which is what you just created), would not be able to use it.

Check out this article: 

https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/product/knowledge-management/con... 

Cheers! 

Leah

[Byron Plant]

Hi @LCoughlin , I followed your instruction. I click insert and stay and I was able to edit some fields that are editable. However, the TOPIC field is still greyed out, but then when I checked the KB articles some of them now has TOPIC but it's not the correct TOPIC for each of the KB Articles.

As you can see in the picture below, some of the KB articles now has TOPIC but when I tried to edit them (because its the incorrect TOPIC), it still wouldn't let me.

[LCoughlin]

Hey Byron,

The article that I shared above indicates that the Topics field was deprecated back in ServiceNow Jakarta.

Check out this article:

https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/product/knowledge-management/concept/c_KMv3Migration…

That being the case, importing documents that have the TOPIC field, could yield unpredictable results, depending on from where and how you migrated/imported them. This is why I am asking if you can walk me through how you got the articles from the old instance (what instance version also) to the one you're working in now (Dev/Orlando)? How did you do that (what method did you use to get the articles in)?

I honestly have never used the Topics because by the time we started using Knowledge, it was already depreciated. But if you can answer the above question, that might help me in trying to recreate the issue. If you don't know the answer, then it is difficult to solve the problem without being able to actually see it. You might reach out to ServiceNow Hi support. But my suspicion is that the issues are due to the fact that Topics were retired in Orlando, but the articles had the field when imported.

Cheers!

Leah

[Sony7]

Hi LCoughlin,

 I do have similar issue for the Human Resource knowledge base where HR group member i was mentioned in Can contribute knowledge base and also i have included knowledge role to that person still i am not getting edit and checkout button for published articles 

 Could you please help me on this.