Insufficient Permissions when trying to link a Knowledge Article to a Case

Customer Engagement
1

I am in our Dev instance testing out the change from PRO licenses to ENT licenses. I am trying to link Knowledge Articles to Cases, but keep getting errors. Our PRO licenses did not require Create permissions, because we didn’t want users to create KA’s as we have a team that does it. With the ENT license they know hove to have the Create permissions. Is this normal?

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We have over 1000 Knowledge Articles created. 95% completed by a user that is no longer with the company. I tried changing the Owner and Primary Author ID to a generic user we have, but still getting errors. The Created By and Modified By are locked fields.

Any suggestions???

Here is the error I get:

Insufficient Permissions

Principal user (Id=f22a9317-ef69-ea11-a811-000d3a3b317b, type=8, roleCount=3, privilegeCount=564, accessMode=‘0 Read-Write’, AADObjectId=‘421a5aa5-b248-4a19-a047-7079645e1872’, MetadataCachePrivilegesCount=9193, businessUnitId=d298d33c-72d7-e911-a983-000d3a3b5a8f), is missing prvCreateKnowledgeArticle privilege (Id=a4961bea-487e-4726-b85b-be9ae3ddc0fe) on OTC=9953 for entity ‘knowledgearticle’ (LocalizedName=‘Knowledge Article’). context.Caller=f22a9317-ef69-ea11-a811-000d3a3b317b. Consider adding missed privilege to one of the principal (user/team) roles.

2

What are you trying to do when you receive this error message? Create a new knowledge article, or are you trying to link the existing ones to cases? Is this just a temporary thing for when you’re doing this update, or do you currently do this a lot?

3

I am trying to link Knowledge Articles to Cases, but keep getting errors.

But the issue is tied to the license. If I give the user an ENT license, they can link the article, but it also gives them permission to create articles. We have a special team for that, but there was no way with our existing setup to stop users from creating articles. They can’t publish, which is good. At this point we have a workaround so we are good.

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