The KB article created in Service Manager Console not shown in Portal after we upgraded to v6.0.2

Xiaoqian_Li

The KB article created in Service Manager Console doesn't show in Portal after we upgraded Portal to v6.0.2. Found out this KB record didn't get created in ServiceManagement dbo.KnowledgeArticle table. Any idea? Please help. Thank you.

Xiaoqian_Li

Cireson Support helped us to get this resolved by updating the value of "userHtmlKb" from "True" to "False" under Portal, Admin Settings, Setting Items.

Candice_Yeudall

You will never see KB articles created in the SCSM Console on the Portal and the other way, KBs created in the portal will not show in the console. The two databases do not touch. This means that you need to choose which KB you want to be your source and what will be the best way to access the articles for your organization.

Xiaoqian_Li

Thank you for the reply. Yes, before v6.0.2, we are able to remove the HTML knowledge base license key from Portal, Admin Settings, so we can control which KB we want to use for our source. But after portal v6.0.2. this key is no longer there under Admin Settings. Also Cireson tech support confirmed that "The Knowledge Base key is no longer available in Admin Settings, and was merged with the the main Portal licensing, so you wouldn't see this anymore going forward with v6 and above. So right now we don't know how to make Portal only check SCSM KB database.

Xiaoqian_Li

Cireson Support helped us to get this resolved by updating the value of "userHtmlKb" from "True" to "False" under Portal, Admin Settings, Setting Items.