When an ITIL user either creates a new incident, change or problem; or views a record of a incident, change, or problem; clicks the 3 dots to open the All Templates box, clicks Edit a template, makes changes and saves; after the modal box disappears and shows the form again, the user clicks the 3 dots again, and the Edit link is no longer there. 

It also disappears when you create a new template.


Steps to Reproduce

  1. Log in as ITIL user.
  2. Create a new incident or problem, or change or view an existing one.
  3. If the template bar is not shown, activate it by toggling the template bar.
  4. Click on the 3 dots to open the All Templates box.
  5. If you do not have access to edit a template, create a new one by clicking the plus icon, next to the 3 dots icon.
  6. Add fields to the template.
  7. Click Save.
  8. Click the 3 dots again.
    Note: You can see the issue happening now and the Edit link is gone.
  9. Reload the form so the Edit link appears.
  10. Click on the 3 dots, edit the newly created template, and save.
  11. The Edit link is gone, though it should be showing the whole time. It disappears after a template is created or edited.


Two ways around this:

  1. After creating or editing a template, reload the form.
  2. Modify templates directly via the sys_templates table.

Related Problem: PRB704855

Seen In

Geneva Patch 7
Geneva Patch 8
Helsinki Patch 0 Hot Fix 3
Helsinki Patch 2
Helsinki Patch 3
Helsinki Patch 4
Helsinki Patch 5
Helsinki Patch 6 Hot Fix 1
Helsinki Patch 7
Helsinki Patch 8

Fixed In


Associated Community Threads

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Article Information

Last Updated:2019-05-21 11:37:00