Troubleshooting Cireson Knowledge Base Articles – Server error in ‘/’ Application Issue

Came across a problem with the Knowledge Base database last week. The KB articles stopped opening properly following an update (Possibly 3.5 but not certain). The portal loaded up fine but caused the below error when loading particular knowledge articles.

It was almost like the article wasn’t available so I raised a support call with Cireson. They advised it was a known issue and the workaround was to ensure the articles had an owner assigned which would need to be amended in SQL as the form would not open via the portal.

Resolution

Using SQL Management Studio, I connected to the ServiceManagement database and ran the below query to retrieve all the articles.

Select * from [ServiceManagement].[dbo].[KnowledgeArticle]

Once all the articles were retrieved, I noticed that the knowledge articles looked at have the owner set to ‘00000000-0000-0000-0000-000000000000’ . The below SQL command fixed this by removing all the records with this guid and set it to null instead.

UPDATE [ServiceManagement].[dbo].[KnowledgeArticle]
SET [Owner] = NULL
WHERE [Owner] = '00000000-0000-0000-0000-000000000000'

Cireson are said this will be resolved on the next release (3.7).

Leave a Reply

Your email address will not be published. Required fields are marked *