Issues Creating a Template from a Knowledge Article - KB Field doesn't come across

[Wendy Peterson]

I have a Knowledge Admin that is trying to create some "standard templates" for each of the KB's we own and we have alot. She is trying to create them from a Article on the Create Template. But the Knowledge Base & Category doesn't pull with the template. It works for me just fine but not for her. Any idea's on what this could be? On the template itself the drop down list doesn't even let you pick it from there either. She is both a Template Admin and KB Admin. TIA

[Alberto Consonn]

Hi,

first enable the Template bar if it's not already there (you can do this via the three dot menu in the header of the form).

Then, try to check this part of configuration, it might be useful for fix your problem:

Restrict access to fields in an article template

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

[Wendy Peterson]

She can create them fine it's just not carrying over all the fields but in another environment which was just cloned a month ago she can. It's bizarre

[SusanWinKY]

Hi Wendy,

Did you just upgrade to London?  We did and experienced this same issue.  I found the first reply on this post which led us to an ACL that includes fields which are to be excluded from knowledge article templates.  We adjusted the 'excluded' variable definition and that fixed it for us. 

I have a ticket in with HI to understand what change was made to that ACL in London (we have no way to look back at how this was in Kingston) but I haven't heard back yet.  

Our final ACL script looks like this:

answer = true;
var col = root_rule.split('.')[1];
//Excluded category because we use kb_category.
var excluded = ["number","workflow_state","author","category","topic"];
if (col.indexOf('sys_') > -1 || excluded.indexOf(col) > -1)
answer = false;

answer = answer && (gs.hasRole("knowledge_admin") || gs.hasRole("knowledge_manager") || new KBKnowledge().canCreate());

If you are an admin and you have the admin override option set on that ACL, that may explain why you see those excluded fields and she doesn't.

[Wendy Peterson]

You are right about that the Kingston Environment is production and our Stage which is working is still Jakarta. I will try this script i have a issue open with SN for it. I see the ACL  on the other link thank you