Create knowledge from SOW fails to open interceptor

[GM5]

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

 

[MunnaluriPS]

Thanks for your reply.

Kindly please post updates if you get anything from servicenow.

[GM5 · Accepted solution]

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.