Creating new article with Ownership Group turned on causes screen to blank out

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laura_p
Tera Contributor

‎07-09-2024 10:29 AM

We just turned on Ownership Groups for our knowledge articles to test. We are experiencing an issue when someone creates a new article for a ownership group they are not in. It allows them to choose that group and save the article draft. However once saved the screen shows a blank white screen and they can no longer access the draft. Admins and those in that ownership group can see the draft. I believe it has to do with the fact that the creator didn't have access to edit that groups articles which is fine, however this is a problem as it looks like there is an error in the process. When editing an article this does not happen as the Edit button is removed from articles that user cannot edit. Is anyone else experience issues when a user tries to create an article under an ownership group that they are not in? Is there a setting that may have been missed that could be causing this?

 

Thank you.

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Arnaldo
Tera Guru

‎07-09-2024 12:11 PM

We are detecting similar problem since middle of june with vancouver patch 9.

We have opened a case and here the last post from ServiceNow 

 

We are able to reproduce the issue on OOTB instance. We have already created a problem record PRB1783762 to address this issue.

Set the following properties:

glide.knowman.ownership_group.override = true

glide.knowman.ownership_group.enabled = true

Steps to Reproduce:

1. Impersonate a user who is not a member of the Test Ownership Group, not an admin, and doesn't have a knowledge role but has an itil role. (e.g. Andrew Orc)

2. Create a knowledge article with:

Knowledge Base: General Knowledge

Ownership Group: Test Ownership Group

3. Submit the knowledge Article:

Expected Result: You can edit the knowledge article

Actual Result: The knowledge article that was just created cannot be found in the list of knowledge articles. Therefore, the author cannot edit the Knowledge Article.

This is caused by the OOB ACL:

https://[instance-name].service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=65bbd9bcd71221004792a1737e610389

failing at line 13.

It goes to line 60 of this OOB Script Include:

https://[instance-name].service-now.com/nav_to.do?uri=sys_script_include.do?sys_id=da5a4ab2d72121004792a1737e6103c5

The condition doesn't check if the user is the author of the KB and if the "glide.knowman.ownership_group.override" is set to true causing the ACL to fail.

Next steps:

i will keep you posted on the progress of the PRB1783762

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