The approval summarizer for knowledge on the sysapproval_approver form breaks when the activity formatter is placed on the knowledge form.

Steps to Reproduce

  1. Log in to a base system Geneva instance as an administrator.
  2. Navigate to a knowledge base article page, either opening an existing one, or creating a new one, for example:
    https://[instance name].service-now.com/kb_knowledge.do
  3. Right-click in the header bar and select Configure > Form Layout
  4. In the Available column, select Activities (filtered) and move it to the Selected column.
  5. Click Save.
  6. Navigate to Knowledge > All.
  7. Open an existing KB article with an approval record attached.
    Consider filtering the list for active, published articles in a knowledge base that requires at least one level of approval.
  8. View the approval record.
  9. If the approval summarizer is not on the form, repeat step 3 to configure the form and add it.
    Observe the incorrect rendering:


This problem has been resolved in the Istanbul release.

The workaround that can be applied is to remove the wiki field from the [kb_knowledge] form layout, or to drag the field at the very bottom of the form.

Related Problem: PRB651149

Seen In

Fuji Patch 10
Fuji Patch 11
Fuji Patch 13 Hot Fix 1
Fuji Patch 8
Fuji Patch 9
Fuji Patch 9 Hot Fix 1
Geneva Patch 1 Hot Fix 5
Geneva Patch 1 Hot Fix 6
Geneva Patch 3
Geneva Patch 3 Hot Fix 2
Geneva Patch 5
Geneva Patch 6 Hot Fix 2
Geneva Patch 8 Hot Fix 1
Helsinki Patch 0 Hot Fix 1
Helsinki Patch 5

Fixed In


Associated Community Threads

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Article Information

Last Updated:2017-10-23 15:30:08