Knowledge Article state is not updating

[KavyasriP460146]

Hello All,

My ServiceNow instance is in Yokohama Version. There is one KB Article which is expiring. I extended the validity and trying to publish the article, but state is not moving to either review or published, it is in Draft state. There are no approvals.

Thanks,

Kavyasri.

[Dr Atul G- LNG]

Hi @KavyasriP460146 

Try repairing the Knowledge plugin once and test again.

Technically, it should work if there’s no platform issue.

Also, check the following:

1. ✅ Knowledge case is mapped correctly with the appropriate Knowledge Base and roles.

2. ✅ The Flow or Workflow associated is active and properly configured.

[Bhuvan]

@KavyasriP460146 

There could be many reasons causing this, check below for potential causes

1. Check if plugins are updated to latest version and if any new updates are available, sync and update the plugins

2. Check if workflow is correctly configured as state transitions could be impacted if there are any mis-configurations

3. Check whether the user has necessary roles to publish the article and has permissions in the knowledge base to publish or retire an article

4. Check if there is any checked out version of same article by another user that is in draft state and fix it

5. Check if versioning is working as expected or you have any custom BR or Client Scripts preventing the state changes

If this helped to answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan

[Bhuvan]

@KavyasriP460146 

Did you get a chance to review this ?

If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan