Knowledge templates are Not visible:

[Rathika Ramamur]

Hi All,

We are facing an issue with Knowledge templates. When we are trying to right-click on header and select the template, the templates are not visible there. Please refer the below screenshot. We checked all the templates, the fields "global" checkbox is checked and "role" is empty, which means this template can be accessed by anyone. But it still remains unaccessible.

Could any one please help.. Thanks in Advance.

[Slava Savitsky]

What happens when you click on Apply Template menu option? If the number of available templates is larger than the threshold defined in glide.template.max_context system property, the templates are not rendered as a submenu but rather open in a new window. Additional information is available in the following Wiki article:

Creating a Template - ServiceNow Wiki

[Rathika Ramamur]

Hi Salva,

We have total 7 templates as below:

When we click on "Apply template" of KB, we are able to see only the list containing templates created only by the current logged in user.

Thanks,

Rathika.

[Slava Savitsky]

Out of the box, there is a "before query" business rule for Templates [sys_template] table. You might want to check if that script is correct in your ServiceNow instance. By default, it adds the following restrictions to any query against sys_template table:

global=true^ORuser=javascript:gs.getUserID()^ORgroup=javascript:getMyGroups()

[Rathika Ramamur]

Hi Slava,

I have checked this BR and the ACL applied on the sys_template table. It specifies that the templates are visible to users with either of template_editor, template_editor_group or template_editor_global roles.

The users which I have tested with are containing atleast 2 roles out of the above mentioned. But still these users are not able to view templates for Knowledge (Template --> Apply Template).

Thanks,

Rathika.

[Slava Savitsky]

Does the business rule look exactly the same as in an out-of-box instance? Would you mind sharing a screenshot?

Additionally, I would recommend checking for possible modifications to "template_context" UI macro.