Unwanted Prefilled Text in Knowledge Base Articles After Xanadu Upgrade

[karolismick]

Hi ServiceNow Community,

I'm reaching out to see if anyone else has encountered a specific issue after upgrading from the Washington to Xanadu release. When creating a new knowledge base article in the Service Operations Workspace, the article body is automatically prefilled with "Issue: Resolution:" text.

This prefilled content appears to be an unintended feature that:

• Disrupts the standard knowledge article creation workflow
• Creates unnecessary additional steps for knowledge managers
• Doesn't align with typical knowledge base article creation processes

Questions for the community:

• Have you experienced this same prefill behavior after the Xanadu upgrade?
• Does anyone know a configuration setting or quick fix to remove this unwanted prefilled text?
• Is this a known issue that ServiceNow is investigating?

Any insights or workarounds would be greatly appreciated. I'm hoping we can collectively find a solution to streamline the knowledge article creation process.

Thanks in advance, 

Karl

[Mark Manders]

It seems like you are calling an Article Template (check your templates for which one).

Your questions: 

1. No, but all templates are inactive on my instance

2. Inactivate template(s)

3. Create a NowSupport ticket. They can tell you if they are investigating anything.