Users with the "knowledge" role unable to create new articles anymore

[Katie A]

We noticed that our users who have the "knowledge" role are not able to create new articles anymore. This was not an issue in the past, everyone with that role had been able to create new articles. However, currently when they click on the New button they see blank screen. Attached is a screenshot of the blank screen that users with the "knowledge" role are seeing when they try to create a new article.

[Uncle Rob]

Any recent modifications to ACLs on that table?

[Katie A]

There have not been ACL modifications to that table in several months.

I enabled Debug Security and looks like Read access is being blocked by this ACL.

However that ACL hasn't been modified recently.

It might have something to do with the script include "KBKnowledgeBaseSNC"

[Bhadley]

I just ran into this same issue since our upgrade to Helsinki last Sunday. I combed through all the ACLs making sure knowledge role was attached but no luck so far..Admins can do it just fine, just not the knowledge role

[Katie A · Accepted solution]

There is a known problem and the workaround resolved the issue. I just created a new knowledgebase, without any content, and somehow that fixed the issue with or original knowledgebase.

Go to Knowledge > Administration > Knowledge Bases > New

The following url should work, you may need to log into Hi to view the article:   https://hi.service-now.com/kb_view.do?sysparm_article=KB0565446