Knowledge Center article creation using templates does not load template text

[kdelbridge]

Looking for some assistance as it relates to using templates for Article Creation using the advanced editor in Knowledge Center.

We have several teams that use templates (via the toggle template option) for article creation. If they attempt to grab the template via the 'old editor', when they select their template, the text on the template loads in the article body field (see image below)

If they attempt to create article using the 'improved editor', after they select their template, will first get this pop-up alert (see image)

This is the next screen that loads.

Any ideas how we can still use these templates and have the text pull over from the template?

Thanks in advance.

[Tanushree Maiti]

Hi @kdelbridge 

• Ensure user has sufficient permission  (refer: Errors/conflicts when trying to apply a template to the incident form )
• Orderly fill-up the field value . Refer: Template applied with conflict - unable to update field (Workspace) 

Also check : https://www.servicenow.com/community/itsm-forum/template-applied-with-1-conflict-assigned-to/td-p/44...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0656064

[kdelbridge]

Hello @Tanushree Maiti ,

It isn't an issue of permissions since I am an admin. The conflict was referring to 'Meta' note being present on the form.

The Set Fields: clearly showed that display attachments was set to "true" and the Article Body was also set.

My question was more regarding how the TEXT appeared when applied my template using the OLD Editor. 

If applying the template using the NEW editor, the text from the template is not visible when applying the template.

[MaryG]

Based on guidance from @John Vincent in the Knowledge Center article thread, the ECE editor is fully compatible with knowledge article templates — both OOTB and custom — without any migration needed.
https://www.servicenow.com/community/knowledge-management-articles/introducing-knowledge-center-with...

What you're describing shouldn't be happening. I'd recommend opening a support case and referencing that statement, as the behavior you're seeing appears to contradict the expected functionality. It would also be worth checking which version of the Knowledge Center Store app you're on, as this could be a version-specific issue.

[kdelbridge]

Thanks for that info. Will open a HI ticket now. I'll be sure to post the resolution once we have one.