Knowledge v3 activation issues are usually related to upgrades from Calgary and Dublin instances to Fuji. Few ServiceNow plugins have had quite the hurdle that Knowledge Management V3 dependencies have. For example, you need to have 'Style Sheet' (content_css) in CMS activated prior to upgrading to v3 in order for this dependency to go unnoticed.
Within the Content Management plugin, v3 experiences a formatting problem that can drive anyone with OCD bonkers. Customers using Knowledge v3 may experience some of their key Knowledge buttons in strange places. You will know you have this issue if you click to View Article buttons: Flag Article, Create Incident and Edit are out of place.
This only happens to articles that belong to a new Knowledge Base and are not a part of the records belonging to to V2 Knowledge Base 'Knowledge.' To confirm this issue, you can search your logs for this warning message:
SYSTEM WARNING *** WARNING *** Resource does not exist: /b3ba3821d73221004792a1737e610382.cssdb
and browser console for following error message:
Style sheet records with the sys_id 'b3ba3821d73221004792a1737e610382' and with the name "Knowledge Common Styles" is part of Knowledge Management V3 plugin and it should get installed when the knowledge plugin is upgraded. However, the problem occurs when CMS plugin is not activated on your instance but Knowledge Management V3 is active.
To resolve the Knowledge Article button placement issue:
- Activate CMS plugin first and that will install table 'Style Sheet' (content_css).
- After the table is present in your instance, re-install the 'Knowledge Management V3' plugin.
The missing style sheet "Knowledge Common Styles" will be added to 'Style Sheet' table and the Flag Article, Create Incident and Edit buttons on your knowledge articles will return to their normal positions in the top-left header, and beneath the Article Information box.
To summarize, instances that have Knowledge V3 but do not have the CMS plugin active will wind up having formatting issues where important buttons are located in unfamiliar areas. This is because V3's new style sheet gets added but since table that stores the style sheet doesn't exist on the instance it can't be added. By activating the CMS plugin, the added style sheet table will allow the new knowledge stylesheet to be added with KM V3.
Note: Activating CMS will not have any side effects, and the portal doesn't have to be used or implemented if you don't want to use it. Customers can disable site for CSM portal and make it inactive so it wont be used at all.
On the flip side, Knowledge V3 is dependent on the Live Feed Plugin and because of that, this plugin is activated automatically with KM V3. Live feed v2 is active on all new instances starting with the Fuji release; however, when upgrading from Calgary with V3, both the old and the new live feeds get activated:[com.glideapp.live_feed] and [com.glideapp.live_feed_v2]. This is expected behavior. To disable the live feed on a table, you can add live_feed=false in the attributes of the dictionary collection record for that table. |
