Kb_knowledge_create

[Madhan12]

On navigating to create new on Knowledge landing on the page

https://instnace name.service-now.com/now/nav/ui/classic/params/target/kb_knowledge_create.do%3F%26s...

on the new version of page after selecting "NEXT" the page is idle and not going to template selector.

[kenchepavan]

This may happen due to Network fluctuations or With the browser side issue 
This is how you may resolve this:
1.Try in Browser Incognito Window

2.Try in different browsers and clear browser cached data 

3.Try to connect to alternate networks and try again

For NERDS:
4. Check the "NEXT" Button Behavior
- Locate the UI Action or client script controlling the "NEXT" button.
- Verify the script logic is correctly redirecting to the template selector.
- If custom scripts are used, ensure they are compatible with the platform version.
5.Check the Browser Console for Errors
- Open the browser's developer tools (usually via `F12` or `Ctrl+Shift+I`) and navigate to the "Console" tab.
- Click "NEXT" and observe any errors logged. Pay attention to JavaScript errors or missing resources.

6.If no specific error is found, try clearing the cache in ServiceNow by appending `?sysparm_clear_cache=true` to the instance URL and refreshing the page.
- For example: `https://instance-name.servicenow.com/now/nav/ui/classic/params/target/kb_knowledge_create.do?sysparm...`.

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Thanks

[kenchepavan]

If the "Create New" Knowledge page becomes idle after selecting "NEXT" instead of proceeding to the template selector, follow these steps to resolve it:

1. **Check Browser Console**: Open developer tools (`F12`) → "Console" tab to identify any JavaScript errors or missing resources.

2. **Review Scripts/Policies**:
- Navigate to **System Definition > Client Scripts** and **System UI > UI Policies**.
- Filter for items related to `kb_knowledge`.
- Temporarily disable suspect scripts/policies and test again.

3. **Verify Template Selector**:
- Go to **Knowledge > Administration > Knowledge Bases**.
- Ensure "Enable Use of Templates" is active and templates are properly configured.

4. **Inspect "NEXT" Button**:
- Check the UI Action or client script logic associated with the button.
- Validate its redirection functionality.

5. **Clear Cache**:
- Add `?sysparm_clear_cache=true` to the URL and refresh.

6. **Test in Other Browsers**:
- Rule out browser-specific issues by testing in incognito mode or another browser.

7. **Enable Debug Logs**:
- Enable logs via **System Logs > Debug Logs**, reproduce the issue, and check for errors.

If the issue persists, check recent changes or platform upgrades that might have caused the problem.

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[Runjay Patel]

Hi @Madhan12 ,

you need to enable plugin, check below docs.

https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/product/knowledge-management/...

Accept the solution if it helped.

[Sohail Khilji]

Hi @Madhan12 

see if you can repair the plugin and try again... or share some screeshot to look further on this..