No Options is appearing in Create Entitlements

[samproinsta]

Hello Everyone,

Please help me to resolve the issue related to entitlement import, I am not getting any option after clicking "Create Entitlement", it is not showing any option however earlier I was getting 3 option "Guided Step-by-Step Walkthrough", "Import Multiples Entitlements from a Excel File" and "Fill out the Details in Standard Form". 

Thanks

[dreinhardt]

HI @samproinsta,

this issue was already discussed (please us the search function), and a KB article is available by SN.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1641483

Community post: Solved: Create SW Entitlement - shows up blank - can't pro... - ServiceNow Community

Best, Dennis

[samproinsta]

Hi @dreinhardt,

Thanks for for the information.

However, I am not able to access the KB article, could you please attached the with reply?

Thanks

sam

[dreinhardt]

Issue

'Create New Entitlement' is displaying blank window in the Software Asset Workspace.

Release

Washinton DC

 

Cause

When the call to populate the 'Create Entitlements' modal appears, it makes an API call to fetch the available options. During this, it calls the script include "PlaybookDomainUtils". However, it was not present in your instance, leading to this issue.

Reference the following:
https://<instance-name>.service-now.com/nav_to.do?uri=sys_ws_operation.do?sys_id=b46dadbd85c22010f87...

Resolution

This missing is a symptom of a wider plugin activation problem:
PRB1776398 Family Upgrade, and activating store app, is not installing conditional content

That is fixed from Washington Patch 7. 

Once upgraded, if com.sn_sam_playbook is installed, then repairing the com.snc.samp.core plugin should bring the file back.

If that is not possible, import the attached script include: PlaybookDomainUtils [sys_script_include_87b7548373b220107e88ef66fbf6a716.xml] to resolve the issue, however that will be treated as a customisation, so should be reverted to the out of box version.