Create knowledge from SOW fails to open interceptor

GM5 · ‎04-23-2026

Hello All,

We are having the following issue in SOW, the "Create Knowledge" feature/UI action is supposed to call the KB create interceptor so we can create a new KB article, this works perfectly in platform view (see img001 and img002) with a user with valid roles and also admins, however when we try to do the same in SOW then we got the Restricted access page (again user has all the roles this also happens to admin users) we couldn't find why this is happening we checked ACLS and users and ADMINS have access (like mentioned before this works perfectly in platform view)

IMG001 - PLATFORM VIEW CREATE KNOWLEDGE

IMG002 - PLATFORM VIEW KB CREATE INTERCEPTOR - WORKING AS PLANNED WITH ADMIN USER

IMG003 - SERVICE OPERATION WORKSPACE CREATE KNOWLEDGE - SOW UI ACTION OOTB

IMG004 - SOW Create knowledge interceptor fails to open for any user including ADMIN USER

GM5 · 3 weeks ago

Here is what ServiceNow Told us.

The "Create Knowledge" Access Denied error in SOW was caused by the Knowledge Center page registry entry being inactive on the instance (YOUR_INSTANCE_NAME). Because the page was inactive, the UXF hydrate call could not resolve a valid page, surfacing the "Security constraints prevent access to requested page" error (and the corresponding ServiceException/ServiceResult cast failure in the logs, previously observed).

After activating the Knowledge Center page registry record, Create Knowledge from a resolved/closed incident in SOW is now working as expected.

URL:
https://<YOUR_INSTANCE_BASE_URL>/now/nav/ui/classic/params/target/sys_ux_page_registry.do%3Fsys_id%3...

Bottom line, go to that URL and set Active = True for that ux page record and that should fix the issue.
Is working for us.

View solution in original post

Tanushree Maiti · ‎04-23-2026

Hi @GM5

Refer this blog: Resolving Duplicated "Create knowledge" Actions in SOW Incident Form

"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"

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

GM5 · ‎04-23-2026

Hello,

Thanks for replying but unfortunately this doesn't apply to us the article you suggest is from last year pointing to a previous patch we are on latest patch, the Create Knowledge has been already disabled by patch Zurich 8.

MunnaluriPS · 4 weeks ago

Hi @GM5 ,

Did you get the solution for this we are also facing the same issue.

Thanks & Regards,

Santhosh.MPS

GM5 · 3 weeks ago

Hey There,

Unfortunately no, however it appears to be a common Issue servicenow already have a Problem record for checking this, we will be have a call with them to try some workarounds if we found a solution I'd def share it here.

Hang it there!