A healthy Knowledge Base has new articles coming in from all areas of the organization to cover issues, information and topics that need to be addressed. But what if your admin and itil users are unable to create Knowledge Base articles after upgrading to Fuji?
If you're on Fuji Patch 6 or Fuji Patch 7 you might be experience a problem with users unable to create Knowledge Based articles. Whether you've given article creation rights to all users or just knowledge_admin, users who click the Create New module will end up with a blank knowledge form and can not fill in any information.
To remove the blocking condition and restore your user's knowledge creation ability:
- Log in as admin.
- Navigate to System Security > Access Control (ACL).
- Elevate your security privileges (if not maint)
.
- Search for the record where the sys ID value is: 65bbd9bcd71221004792a1737e610389.
For example:
https://empcwarner.service-now.com/sys_security_acl_list.do?sysparm_query=sys_idSTARTSWITH65bbd9bcd71... - Open the record.
6. Remove the value in the Condition field.
7. Save the record.
Removing the condition found in sys_security_acl_65bbd9bcd71221004792a1737e610389 will restore your users' ability to create new KB articles.The sys ID in question is an out of the box ACL for all customer instances, unless it has been removed. This ACL was checking if a field had a particular value, if it did, it would grant access. The problem is, when you created a new KB article, the field in question ('Knowledge Base') is null, therefore the condition did not apply, and you would fail the ACL. The reason why this defect did not apply to admins is because the ACL has the "Admin Overrides" checkbox set to True. If that wasn't the case, even an admin would fail this ACL. By removing the condition to the ACL, it always applies, rather than ONLY if the Knowledge Base was a certain value.
For other Knowledge Base access related info see:
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