London - Users unable to apply template to new Knowledge article

[Community Alums]

Hi ServiceNow Community,

I could use some assistance with a strange issue with applying a template to a new Knowledge article.  

We're in the process of upgrading to London and are currently regression testing.  One of the issues found was certain groups are unable to apply a template to a new knowledge article.  The users receive a message that the template was applied however it really wasn't.  The fields are still blank.

Here are the steps to reproduce:
1)  Login to ServiceNow
2)  Go to Knowledge > Homepage
3)  Click "Create an article"
4)  Toggle the Template bar
5)  Click one of the templates from the Template bar.  All users receive the same message (<Template> Template Applied) however, for some users, the fields are not updated with the template.

My gut tells me that it is a permission issue but I have not been able to find it.

Any assistance would be greatly appreciated.

[Community Alums · Accepted solution]

The root cause for our issue was a query business rule on the sys_template table.  The query was returning change_request templates only for users with a change_manager role but did not include kb_knowledge or global templates. 

The solution was to update the query in our custom business rule called SNC Template Query - Custom.

Susan - I'm not sure if the following will be helpful but figured I'd post it anyway.  I discovered is the following:

If Global is check in a template, then it is available for all users

If a template has a group defined and Global is unchecked, then the template is available to members of the group defined only

If a template has a group defined and Global is checked, I believe that Global takes precedence so all users have access to the template.

[SusanWinKY]

Thanks, Michael.  For what it's worth, I"m seeing the same thing in my personal developer instance (London) so this is something we'll work with HI on.  I'll reply back here once we have a final fix for this.