how do we edit knowledge base articles?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-09-2016 02:57 AM
Hi,
We have, until we upgraded to the latest version of Service now, been able to edit knowledge base articles. Now however, even our users with admin rights, like myself, are unable to do so.
If i browse to the knowledge base and click edit, I can select any of the articles to edit, but nearly everything is greyed out and the only options within the article are to retire or delete. The only options I can change are related links and knowledge feedback at the bottom, I can't alter any of the content or attachments.
As a work around we have been retiring articles that needed editing and creating a new one, but this isn't really ideal. Is anyone able to advise how we can now do this?
Kind regards
Marc
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-09-2016 03:23 AM
Check the knowledge bases section and see whether there is a record there for your knowledge base, I can see in my out of the box latest instance there are options over who can edit articles etc, which publish workflows it's using, who can contribute etc, so I would start there but out of the box it appears to be ok for me.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-09-2016 04:21 AM
Hi mguy,
Where abouts are you looking for this please? I have looked under Knowledge base > Administration > properties and there is nothing there concerning editing, but there are other options.
We have a knowledge base with various sub categories all in yellow folders at the bottom of the knowledge base section, but as far as i can see nowhere to edit who can do what.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-09-2016 04:27 AM
Hi Marc,
Can you share what is version of Knowledge Base you have?
In KB V3 version, user criteria has been introduced which can be restrict who can edit/read/write.
Also check the ACL for KB knowledge table.
Thanks,
Rajesh T
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-09-2016 04:40 AM
Hi Rajesh,
How would I find out what version I have please?
Under access control I have already given access to create records to itil users. Are you able to advise which option can give edit access please? I assumed if they would have create it would include edit, but it doesn't look like it does.
I will have a go testing the various options.
Kind regards
Marc
