Catalog item is stuck in draft mode in catalog builder

[Anna Lindblom]

Hi, 
my catalog builder har been acting off for a couple of months. When I publish something I edited it gets stuck in draft mode. Of course I can cancel check out for that item but them I loose the changes I made and also next time I edit, same thing happens. 

It can suddenly work a few days but then its back to the same issues again. 

I asked for support but the tech could not see or replicate the issue. 

Does anyone have an idea on how I can fix this please?

We are on Washington but it started before the upgrade to that version in June. 

Thanks

KR Anna

[Sandeep Rajput]

@Anna Lindblom Please see if this support article helps https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1122801.

[Anna Lindblom]

Hi Sandeep

thanks for sending that article. I have tried that before and that does not help unfortunate. It releases the block so that I can edit the item again but I loose the editing I had already done and same thing happens again next time I submit. 

KR Anna 

[Sandeep Rajput]

@Anna Lindblom In this case, I recommend raising a case with ServiceNow support to bring this issue to their attention. If they can't reproduce this issue then share a recorded video with them with all the steps you are following. Also, you can demo this issue to them over a call and ask them to find out the root cause over the call.

[Anna Lindblom]

Thanks Sandeep, I will try again to get help from support. 

Hopefully it can be solved soon

KR Anna