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

 

[Tanushree Maiti]

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"

[GM5]

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]

Hi @GM5 ,

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

Thanks & Regards,

Santhosh.MPS

[GM5]

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!