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.

[Alikutty A]

Hello,

There is an template ACL which is excluding certain fields to be populated by template on the kb_knowledge table.

Please review this ACL and make necessary changes to exclude your required fields in it.

URL: https://instance_name.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=ffd83d68db42320002533691f0b8f504

Replace instance_name with yours and see if it works

Thanks

[Community Alums]

Ali,

Thank you for your feedback and information.  Unfortunately, I saw the same ACL, commented out the new code that is in London but was not in Jakarta and I'm still seeing the same issue so the culprit does not appear to be the ACL.  I'm wondering if it is in the CanCreate() function.

Thanks,

Mike

[SusanWinKY]

Michael, we're seeing a similar issue. 

We are unable to select some fields when we go to edit a template.  See screenshots for an example.  However, when we go to apply the template, these fields are SOMETIMES applied to the article.  

Interestingly, when I look at the XML for this template, I do see the KB and Category defined, which explains why I don't see those fields as available choices for this particular template and why they are sometimes applied.  But I just checked another one and don't see either of those fields in the XML and I'm not able to select them from the template.

Is this something you also see?  Were you able to figure out a fix for this?

[SusanWinKY]

After reading Alikutty's reply above regarding the ACL, I am fairly certain that's our problem.  We'll check it out and see if modifying that ACL script fixes it for us.

answer = true;
var col = root_rule.split('.')[1];
var excluded = ["number","kb_knowledge_base","topic","workflow_state","kb_category","category","disable_commenting","disable_suggesting","author"];
if (col.indexOf('sys_') > -1 || excluded.indexOf(col) > -1) 
 answer = false;

answer = answer && (gs.hasRole("knowledge_admin") || gs.hasRole("knowledge_manager") || new KBKnowledge().canCreate());