templates does not appear when assigned to group in toggle bar

[sanna3]

Hello, folks!
I have an issue which I could not find the answer for in the product documentation: https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/administer/form-administration/t...

We have created several templates but are unable to share them with groups to make them appear in the toggle bar.

It works if you specify a user or if you set the template to global.

But if you add groups to the template they do not appear in the toggle bar for anyone in the group.

The groups all have the itil role, I have also tried to give them the template_editor role but it doesnt help.

As far as I can tell there has not been any recent update regarding the templates in our environment.

I experience the same issue in Edge and Chrome.

screenshot of a test template if that shreads any light to our issue:

[Chuck Tomasi]

Hi Sanna,

I was not able to reproduce this and noted that your Group field is a list field whereas mine (Kingston) is a reference field. Can you right click on the field and show me the details? I would like to see the name (e.g. groups, or u_groups) and what it points to.

[sanna3]

[Chuck Tomasi · Accepted solution]

Hi Sanna,

It looks like someone didn't want a single reference field and tried to implement a glide_list to allow multiple groups to the same template. The u_groups says this was a third party add on, either by your organization or some professional services. Ideally, they should have tested this. I can tell you know that it's not supported.

Can you check the GetTemplatesList script include to compare against what Rajesh has posted to see if there were any mods made there. Something tells me that it's out of sync. Someone somewhere tried to extend the template functionality to work with multiple groups and may have used a bad practice somewhere.

[Patrick Schult2]

The template bar functionality still relies on the ability of the user to read the given template. With that in mind, your first focus should be on verifying the group member can actually read the sys_template record. This will tell you if there is a problem with the template bar itself, or just because of a security misconfiguration.

Turn on security debugging and impersonate one of these users who cannot see the template in question.

Navigate directly to the sys_template table and search for the template. If the user cannot read it, then go to your sys_template read ACLs and verify they are configured correctly. The security debug output will tell you which ACL was failed, if any.