question Knowledge Management - The Article Template Preview show only for kb_manager & kb_admin in Community Central forum

Knowledge Management - The Article Template Preview show only for kb_manager & kb_admin

hongsok — Tue, 17 Mar 2026 00:32:59 GMT

Hello Friend,

I have created a Knowledge Article Template. Everything works for the kb_manager and kb_admin roles, but not for the knowledge role. When I impersonated a user with the knowledge role, I received the following error:

Regards,

Hong

Re: Knowledge Management - The Article Template Preview show only for kb_manager & kb_admin

BharatC — Tue, 17 Mar 2026 01:29:37 GMT

Hello @hongsok

1) Ensure there is a read ACL that includes the knowledge role on the template table
2) Verify Knowledge Base User Criteria - add the user to can contribute
3) Check Template "Active" Status and Permissions

I hope this helps! If this resolved your issue, please consider marking this response as Helpful and Correct so others with the same question can find it easily.

Re: Knowledge Management - The Article Template Preview show only for kb_manager & kb_admin

Tanushree Maiti — Tue, 17 Mar 2026 03:46:36 GMT

Hi @hongsok

Despite having the knowledge role, it seems

it lacks the necessary Can Contribute access to the Knowledge Base (KB) associated with that template,

the template itself is not properly linked to a Knowledge Base

Validate it.

Re: Knowledge Management - The Article Template Preview show only for kb_manager & kb_admin

Dinesh_Now — Tue, 17 Mar 2026 05:42:05 GMT

Hello @hongsok

Please refer below links similar to your query, if it can help u.

https://www.servicenow.com/community/servicenow-ai-platform-blog/enable-users-to-create-knowledge-base-articles-through-an-acl/ba-p/2290625
https://www.servicenow.com/community/servicenow-ai-platform-forum/when-creating-a-new-kb-article-template-it-does-not-show-certain/m-p/1057520#:~:text=8%2C081%20Views-,Go%20to%20solution,in%20the%20knowledge%20admin%20role.

https://www.servicenow.com/community/knowledge-managers/knowledge-article-templates-with-fields-set-to-permissions/m-p/2743078

https://www.servicenow.com/community/developer-forum/issues-creating-a-template-from-a-knowledge-article-kb-field/td-p/2255655#:~:text=We%20adjusted%20the%20'excluded'%20variable,0%20Helpfuls

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.