Non-admin users are not able to delete templates from the template bar in any non-English language.

Steps to Reproduce


  1. Log in as an admin user.

  2. Ensure that an ITIL user has the following roles:

    • filter_group
    • itil
    • template_editor
    • template_editor_group
  3. Impersonate the ITIL user and ensure that the user's language is English.

    To check the language and change it if necessary, click the gear icon in the header bar and check the settings.

  4. Go to and open any ticket.

  5. In the template bar at the bottom of the page, click the + button to create a new template.

    If the template bar does not appear, click the ... (More options) button in the header and choose Toggle template bar.

  6. Fill in the required fields and click Submit.

    The new template name appears in the template bar.

  7. In the template bar, click the ... button and click Edit next to the name of the newly created template.

  8. In the Edit Template window, click Delete, and click Delete again in the confirmation window.

    The template is deleted.

  9. Click the gear icon and change the language to French.

  10. Create another template and choose to edit it once it is created.

  11. In the edit template window, try to delete the template.

    Note that the pop-up window does not follow UI16 style.

  12. Click OK.

    Note that you are redirected to the incident form and the template has not been deleted.



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Related Problem: PRB680820

Seen In

Fuji Patch 11
Geneva Patch 5
Geneva Patch 6
Geneva Patch 7
Helsinki Patch 2
Helsinki Patch 3
Helsinki Patch 4

Fixed In


Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-21 11:33:25