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Description

Copy Incident, Copy Change, Create Child Incident UI Actions overridden if a template is created on incident or change_request tables with names 'incident' or 'change_request'

Steps to Reproduce

Go to any OOTB instance
Create a template on incident table with name 'incident'
Create a template on change_request table with name 'change_request'

Open an incident and click Copy Incident UI action, 'incident' template will override the UI action
Repeat same step for Create Child Incident UI Action, 'incident' template will override the UI action

Open a change_request and click Copy Change UI action, 'change_request' template will override the UI action

Debug SQL results:
18:49:49.505: Time: 0:00:00.006 for: demonightlylondon_1[glide.13] SELECT ... FROM (sys_template sys_template0 INNER JOIN sys_metadata sys_metadata0 ON sys_template0.`sys_id` = sys_metadata0.`sys_id` ) WHERE sys_template0.`name` = 'incident' AND sys_template0.`active` = 1 /*...*/

18:53:14.671: Time: 0:00:00.001 for: demonightlylondon_1[glide.8] SELECT ... FROM (sys_template sys_template0 INNER JOIN sys_metadata sys_metadata0 ON sys_template0.`sys_id` = sys_metadata0.`sys_id` ) WHERE sys_template0.`name` = 'change_request' AND sys_template0.`active` = 1 /*...*/

Workaround

This is working as expected. It is platform behavior to automatically apply template to newly created incidents if a template with the same name as table name exists.
Since, in 'Copy Incident' we require an unsubmitted form, the template will get applied instead of fields from the parent record.

Make sure that the template does not have the same name as the table name to prevent this issue.

 

 


Related Problem: PRB1302410

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Article Information

Last Updated:2019-05-21 11:41:47
Published:2019-03-08