knowledge manager can't edit articles - Support and Troubleshooting

knowledge manager can't edit articles Issue  Knowledge managers to edit articles issue

A knowledge manager cannot edit articles

Cause ACL failing

https://[instace_name].service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=20cb513cd71221004792a1737e6103dc kb_knowledge.write sys_security_acl.do?sys_id=20cb513cd71221004792a1737e6103dc var kbKnowledge = new KBKnowledge(); if(kbKnowledge.isMultipleKnowledgeUpdate()) answer = true; else answer = kbKnowledge.canWrite(current);

When using Article Versioning the script include below which explain the functions (.canContribute, .CanWrite, .CanPublish) in the context of article versioning.

KBVersioningSNC uri=sys_script_include.do?sys_id=e88483e0db122200a042f278f0b8f5d0

* Checks whether this record can be published by the user * * @param GlideRecord: current * @return Boolean **/ canPublish: function(current){ if(current.workflow_state!='draft') return false; if(!this._knowledgeHelper.canContribute(current)) return false; if(this._isReviser(current)) return true; if(this.isOwnerOrAdmin(current)) return true; return false; },

/** * Can the user edit the current record, based on the state and roles * * @param GlideRecord: current * @return Boolean **/ canWrite: function(current){

// Only latest version can be modified by anyone. if(!this.isLatestVersion(current)) return false;

// User should currently have contribute access to modify the artice. if(!this._knowledgeHelper.canContribute(current)) return false;

switch(current.workflow_state+''){ case 'draft': // Allow write for admin/owner/reviser return (this.isOwnerOrAdmin(current)|| this._isReviser(current));

Resolution It is an intended behaviour as per the script include in place. However, If you wish to override that behaviour and allow knowledge managers to edit articles, you may do so by editing the "KBVersioning" script include.

kb_knowledge/write ACL can also be customized depending on your business needs