In the SOW incident form, there are two "Create knowledge" actions: one implemented as a UI Action and the other as a Declarative Action. These actions provide different user experiences and are designed to appear exclusively based on their visibility conditions.
Background
As of Zurich Patch 4 and Australia releases, the new KB interceptor page is introduced (see screenshot), and all customers will use this updated interface. Consequently, the UI Action has been deprecated in favor of the Declarative Action, which has been updated to support the new KB interceptor page.
The Issue
If the UI Action was customized in earlier versions, it may remain active after the upgrade. This can cause both "Create knowledge" actions to be displayed under certain conditions, leading to confusion.
Recommended Solution
To resolve this issue, it is recommended to disable the deprecated UI Action and utilize the Declarative Action, which now supports the KB interceptor page. This ensures a streamlined user experience and aligns with the latest updates.
For reference, the relevant configuration files are:
- sys_ui_action_9d52535dc7163010d7e818b1c7c260b0.xml
- sys_declarative_action_assignment_410cd571a4c10210f877a35f34a93972.xml
By implementing this solution, you can avoid displaying duplicate actions and ensure that your SOW incident form functions as intended with the new KB interceptor page.
