Article Properties Pane Is Blank in Article Management
over 13 years ago
| Article no. 2343
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THIS ARTICLE APPLIES TO:
Knowledgebase version 8.3.2
ISSUE DESCRIPTION:
When accessing the article Properties link in Article Management, Internal Users receive a blank page and cannot see the article properties.
ROOT CAUSE:
No Internal User Access Profile has been associated to the Internal User account experiencing the issue.
This is seen almost exclusively after an upgrade to version 8.3.2 from an earlier version that did not require mandatory Internal Access Profiles for all Internal User accounts. When the user's account is upgraded to 8.3.2, it will not have an internal access profile assigned to it automatically, but will still appear to retain the permission set it possessed in the previous version. This will allow the user to get to the Article Management page of the Admin Control Panel, but will not allow the user to see any of the article properties fields.
This is seen almost exclusively after an upgrade to version 8.3.2 from an earlier version that did not require mandatory Internal Access Profiles for all Internal User accounts. When the user's account is upgraded to 8.3.2, it will not have an internal access profile assigned to it automatically, but will still appear to retain the permission set it possessed in the previous version. This will allow the user to get to the Article Management page of the Admin Control Panel, but will not allow the user to see any of the article properties fields.
SOLUTION OR WORK AROUND:
Apply (or-re-apply) the appropriate Internal User Profile to the affected user's Internal User account.
AFFECTED SYSTEMS & USERS:
Internal Users trying to access the Properties link in Article Management.
ADDITIONAL INFORMATION:
Please note that in Knowledgebase version 8.3.2, the Internal User accounts cannot be individualized as the permission set is dictated by the Internal Access Profile.
If no Profile is applied to the user account, there will be no permissions to view the article properties.
Many other odd behaviors will occur for any Internal User who does not have a profile associated to their user account.
ESCALATION PROCEDURE:
If this issue continues after following these steps, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.