User with itil AND knowledge_admin roles can't use "New" button on list view SOW

[Nico12]

Hi,

We encounter some strange behaviour on Service operational workspace.

We have CSM Workspace and SOW.

Users with itil role and knowledge_admin role, when clicking on all knowledge articles get to the list of knowledge articles.

On CSM Workspace, when clicking on the "New" button, the create form open.

On SOW when clicking on the "New" button, nothing happen.

Did you ever encounter this behaviour ?

Regards.

[Dr Atul G- LNG]

Hi @Nico12 

It should work, but give it a try:

• Repair the SOW workspace to the latest version.
• Check if the UIX Action on CSM and SOW are the same or different, and verify if they are fully enabled or if any conditions are blocking them.

[Nico12]

Hi Atul,

I tired to repair but it did not fix the problem and yes the actions are the same for both Workspaces.
I will open a case on servicenow support.

Regards,

[Dr Atul G- LNG]

Hi @Nico12 

Yes, Now support is last option, Please share the feedback of Now team.

[Nico12 · Accepted solution]

Hi Atul,
It was a defect from plugin version.

here is the feedback :

Upon investigation with our internal team, we have confirmed that this is a product defect in the present version of the plugin Knowledge Capabilities in UI Builder 26.0.6 version

This "New" button on the all articles list of the SOW is coming from the above mention plugin.

Can you please upgrade the plugin to the latest version which is the 27.0.7 and let us know if it resolves your issue.