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Symptoms


Users were not able to create knowledge article even after adding them to "Can contribute" user criteria. 

Cause


Write ACL on the kb_knowledge table was blocking the users from accessing and creating knowledge articles.

Resolution


Please follow the below steps for troubleshooting and finding the cause of the issue:

-Go to ACL's and find if any write ACL is added for kb_knowledge table.

-If you find the ACL then deactivate that ACL and then test the user criteria and it should work.

To understand the User criteria in debt, please find the docs below:

Knowledgebase user criteria:
 
https://docs.servicenow.com/bundle/london-servicenow-platform/page/product/knowledge-management/task/t_SelectUserCriteria.html
 
Knowledge article user criteria:
 
https://docs.servicenow.com/bundle/london-servicenow-platform/page/product/knowledge-management/task/t_SelectUCArticle.html

 

Article Information

Last Updated:2018-09-05 11:37:46
Published:2018-09-05