Document Id type field doesn't show value.

[Artsiom1]

Hello everybody,

After New York upgrade we have issue with Knowledge articles.

( London case ). When we crate new article and choose Subcategory ( 'kb_category' ) field, after that 'Category' ('parent_id') shows with populated value. See screenshots.

(New York case). In the same way after on New York instance we have different situation. After populating Subcategory field, Category field shows as empty.

But, after submit/save form, Category field is no longer empty.

Also screenshots with information about 'Category' field. 

London.

New York

 

Does anyone have any suggestions how to fix that?

Regards, 

Artsiom.

[Chuck Tomasi]

Thanks for the images - very helpful!

It appears from your description that it used to populate the category dynamically (no save required) and now a save is required. The result is the same. Is this correct? Is it a major issue or just a "Hey, why is this happening?" thing?

[Artsiom1]

Hello Chuck!

Thanks for your answer. 

Yes, the result is the same. Field populates with right value, but only after saving.

It's not major, but it is issue. In this case I can just hide this field because it's not important for customer. 

But I also want to avoid such situation in future. If this happens again with any important field, I still have to look for a solution.

Regards,

Artsiom Sarychau

[Chuck Tomasi]

You may have to work with customer support on this one. Based on what you said, it looks either a) ServiceNow changed this somewhere between releases to be dynamic on the client side to server side only, or b) someone did an implementation change on your instance. I don't know Knowledge management deep enough to say what changed and when (or by whom.)

I'd start by doing a little investigation to see if/when that dictionary entry was changed.

[Allen Andreas]

Hi,

Well...let's hang on a second here...because subcategory is NOT a field OOB on the knowledge table. So it would appear to me that this is a custom field? And perhaps some sort of Client Script you guys set up helped cover your base and get you your category...instead of choosing category first and then a subcategory...

So I would recommend looking over your custom work first.

Please mark reply as Helpful/Correct, if applicable. Thanks!