Fields Unavailable on Template Form

[Mike McCall]

Since upgrading from Helsinki Patch 9a to Jakarta Patch 3, non-admin users can no longer see all of the fields when building an Incident template. ITIL workers now only see these fields:

At the same time, ITIL workers still see all fields when building templates for other tables, even task-based ones (e.g., Change Requests and Problems).

Since access controls on the Template table only control reading/writing the entire Template field, I'm not sure what controls the specific options you see within those drop-downs. (Yes, our ITIL workers do have read/write access to many more fields than these on the Incident table.)

Any ideas what might be wrong?

NOTE: We renamed the template's "Short description" to be "Template description" because 100% of users thought that was the Short Description for the Incident they were building. I also appreciate ServiceNow trying to warn people of that in advance!

[Jaspal Singh]

Hi Michael,

Could you try flushing cache of instance by suffixing /cache.do at the end of your instance URL.

[Mike McCall]

Hmm, I just tried flushing the cache (first as an affected ITIL worker, then under my own system admin account). I then cleared everything for that browser and restarted it.

Unfortunately, I'm still experiencing the same behavior: I can see all fields as a system admin, but ITIL workers can only see the handful of fields above for Incident (while being able to see all fields for Change Request and Problem).

Thanks for the suggestion! Got any other ones?

[kiwi_guy]

We upgraded to Jakarta Patch 3 over the weekend, and our users are experiencing exactly the same issue. They can no longer see all fields when creating/editing Incident templates. (Problem and Change templates are working correctly).   We also tested on a Jakarta Patch 2 instance and same issue - so not related to Patch 3.

I have opened HI incident INT3432946as this is impacting our Help desk who use templates extensively.

[kiwi_guy · Accepted solution]

Our development team were able to determine the cause of the issue and fix it. We found it was caused by changes being made to a number of ACLs on the Incident table in Jakarta.

These ACLs are on the incident table with Operation 'save_as_template'.   The incident.* rule sets all template selectable fields on the incident table to never show and the remaining rules explicitly show the listed field in the template selector.   The two ways to resolve this would be to:

1. Change the incident.* rule script to true (which will allow all fields to be selectable in templates)   OR
2. Add an ACL rule for each of the fields you would like to show using one of the existing rules as a base to copy.

We chose to add the rules for each field as to prevent showing all the other incident fields that users cannot see on the form.