When creating KAs, sometimes a reference is not generated, then submitting the article removes it

Chris Armstron1
Tera Contributor

‎06-06-2024 01:46 AM

Hi All,

 

Has anyone seen or heard of this happening before? This is happening on rare occasions. Affected user goes to All > Knowledge > Create article > select a KB > select a template > once in the article creation form there doesn't seem to be a reference in the ref box, the user then fills out the mandatory fields in the form and submits / saves the article; Once saved the screen refreshing, removing the user from the KA form and the newly created KA is nowhere to be found  in ServiceNow.

 

Is this some kind of issue with the form? It doesn't seem to happen very often, but when it does the user is at risk of losing a lot of work.

 

Thanks,

Chris

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John_Wilkes
Tera Expert

‎06-06-2024 01:50 AM

I'd check your template isn't blanking out the reference field. Do you get the issue if you don't use a template?

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