This documentation supports the 20.19.01 version of Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Troubleshooting issues when configuring a custom knowledge article type

The following table describes the troubleshooting tips that you can use to resolve issues that you might face when creating and using article types.

One of the users is not getting an article type in the Record Type of new record list.

Ensure that the profile of the user has access to the article type. For the following procedure, ensure that Enable Enhanced Profile User Interface check box is selected on the Setup > Customize > User Interface page.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Users tile, and from the menu, select Profiles.
  3. Click the profile of the user.
  4. Click Object Settings.
  5. Click Knowledge Articles, and then click Edit.
  6. In the Knowledge Article: Record Types and Page Layout Assignments section, select the Assigned Record Types check box for the required article type.
  7. Click Save.

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