how do we edit knowledge base articles?

[mwalpole]

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

[mwalpole]

Hi Rajesh,

We are still on version 2, but we seem to have the restrictions from version 3.There have been a few issues we have had to fix by using ACLs since we upgraded.

Kind regards

Marc

[Blaze2]

Marc: Check to see which knowledge base is being accessed.

Knowledge is open to everyone and should contain all of your legacy articles.

If you created a KB such as Legal or IT. do the following.

User can not edit article

Article is not Knowledge Base

In the navigator type Knowledge Bases

Navigate to the Knowledge Bases that you want to edit.

Add under Can Contribute the appropriate roles.

Impersonate a user and you should be good to go

no controls will allow no one to contribute except admins.

Add the roles that you want (Knowledge, ITIL, ADMINS)

Save and impersonate the user

[Janet Grace]

Hi, thanks for the helpful information.  But, I am an admin and the KB creator and manager and I still cannot select an article and even see the Checkout option so that I can edit the article.  I also tried adding the admin role in Can Edit as well as my user name.  This occurs on all instances and I am not sure of the timing when the issue began. Please help.

[Janet Grace]

FYI, I tried creating a new article and everything works fine.  I then noticed that my old articles are missing the Version which is set as '(empty)'.  I am unable to edit that to see if having a value would fix the issue.

[Rati2]

Hi Janet, were you able to identify what was wrong and fix it? I'm faced with a similar issue and can't seem to figure what could cause this issue. 

Thanks.