Getting error Document Template

[abirakundu23]

Hi All,

When some users are going to create HTML Document template, they are facing issue & getting below error. However, they have sn_hr.admin role & we have checked the message comming from backend OOB BR & script include.

BR: Validate template variables

SI: HtmlTemplateUtils, HtmlTemplateUtilsSNC

Below screenshot as reference:

Please help me on it. 

[abirakundu23]

@Willem,

Could you please check my thread ??

[abirakundu23]

@Sandeep Rajput ,

Can you help me on it ?

[Sandeep Rajput]

@abirakundu23 can you confirm if your users have sn_hr_core.admin role? or they have a custom hr admin role which is different from the OOTB sn_hr_core.admin role.

Ideally a user with sn_hr_core.admin should not have issues creating the template.

[abirakundu23]

Hi @Sandeep Rajput ,

I gave sn_hr_core.admin role to the grp of users. It's no problem for me same role but they are facing issue, I replicate same thing & checked in my PDI, there it's working fine but problem in business instance. Any suggestion further for troubleshooting??

[Sandeep Rajput]

@abirakundu23 impersonate with one of the users who is seeing this error, enable the ACL debugger and check if the user is able to access sn_hr_core_case table and subject person field there. If they can't read the cases and see subject person field then you may zero down the issue to ACL.

As a last resort, raise a case with ServiceNow support and ask the support team to investigate the issue, as a user with sn_hr_core.admin rule should ideally be able to create template.