templates does not appear when assigned to group in toggle bar

sanna3 · ‎11-20-2017

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 · ‎11-20-2017

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.

View solution in original post

Rajesh T · ‎11-20-2017

Go to below script include and check if the highlighted condition existed or not.