Fields Unavailable on Template Form

Mike McCall · ‎09-19-2017

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!

kiwi_guy · ‎09-25-2017

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:

Change the incident.* rule script to true (which will allow all fields to be selectable in templates) OR
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.

View solution in original post

Nikita35 · ‎01-08-2018

But I see these ACLs are present preJakarta. This has not created any issues before ! we have one instance which we haven't upgraded to Jakarta.

but User is able to see these fields in Incident template

Those ACLs are exactly same here. they should not create a issue here.

Regards,

Nikita Khavnekar

Hadyn · ‎04-02-2018

I found the same in my instances. I assume the ACL's have always been there but the code used to display the available fields to choose on a template was never relying on those ACL's until Jakarta.

Hadyn · ‎04-02-2018

Thanks for posting this. I ended up just disabling the incident.* rule.

Rahul Arora · ‎11-30-2017

create save_as_template ACL on incident.* for itil users(or the users for whom you want to allow the creation of template).

jsanjuan · ‎04-03-2025

The same topic is also discussed in :

KB0714245 Email Template Fields Not Appearing