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

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Nico12
Mega Sage

‎03-10-2025 03:56 AM

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.

 

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Nico12
Mega Sage
In response to Dr Atul G- LNG

‎03-11-2025 03:36 AM - edited ‎03-11-2025 03:37 AM

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.

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to Nico12

‎03-11-2025 03:38 AM

Hi @Nico12 

 

Thanks for sharing update, but did you try to update the plugin? or it worked after the xml only.

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Ankur Bawiskar
Tera Patron
Tera Patron

‎03-11-2025 01:53 AM

@Nico12 

Any browser console error?

It seems the New button on SOW is broken.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 9x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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