Knowledge Article Templates Aren't Working

[Kim Tillano]

We upgraded to London a few weeks ago (skipped Kingston).  We've been using knowledge extensively, so all the plugins are already active.  In my personal dev instance I had already customized and activated the templates and played around with them, but when I customized and set the templates active in our corporate Dev instance, and go to knowledge > create new, the option isn't there to select a template.  It still defaults straight to the standard template.  Under Interceptors the Article Template Selector exists and if I click "Try It" the templates are working as designed.  But it doesn't launch when we select Create New.  Any idea how to fix this?

Everything is set up correctly:

After I click the Try It button I get the template options - this is what should appear when I click Create New:

[Knight Rider]

Hello Kim,

If you're still working on the same issue. (I hope you're not) 

• It is the UI Macro - "kb_view_common_content".
• If the above UI macro is customized. revert it back to Out of the box.

Thanks,

-Vinay.

[Kim Tillano]

Vinay - which issue will this resolve?  The issue of the templates not being visible to select (that has since been fixed for us) or the issue where the body of the article is not visible on the service portal when the new templates are used?

[Knight Rider]

Kim,

Apologies for the delayed response.

This will fix the issue, where the body of article is not displayed in Service Portal.

Cheers,

-Vinay.

[Kim Tillano]

Vinay, we partner with a 3rd party developer and he actually fixed the template visibility issue today.  Now the full article is visible on the portal.  I am not certain what he did to fix it, but he mentioned that he had to modify 2  customized widgets to support the new templates.