If a system administrator makes a change to a UI script, any user who has already looked at a page using that script will not get the updates.

This is likely the same issue as PRB584873, but more detailed steps to reproduce are included here.

1. Log into an instance as admin or maint running one of the affected builds.
2. Navigate to Incidents > All.
3. Open an incident.
4. Click the book icon to the right of the Short Description field.
5. Open one of the KB articles that appear in the popup window.
6. Click the Attach to Incident button.
7. Navigate to System UI > UI Scripts.
8. Open the KnowledgeScripts UI script.
9. Add the following line of code below line number 149:
   var myTitle = document.getElementById("u_my_title").value;
10. Repeat steps 2 through 6.
11. Note that everything still works fine.
12. Now repeat steps 2 through 5, but before clicking the Attach to Incident button, clear your browser cache, reload the page (easily done in Chrome by pressing CMD+SHFT+R), and then click the button.
13. Note that now the functionality breaks.
14. Also note that if you inspect the resource names in the browser, the name will not have changed. For example, if the resource name was https://<instancename>.service-now.com/KnowledgeFunctions.jsdbx?v=10-22-2013_2330 before step #1, it will still be https://<instancename>.service-now.com/KnowledgeFunctions.jsdbx?v=10-22-2013_2330.

 

There is no workaround for this Known Error at this time.