Notifications

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Symptoms


Customer experienced that none of their Knowledge Articles are displaying Comments.

Release


London Patch 6

 

Cause


UI Macro 'kb_view_common_footer' is not inactive.

 

While debugging we found the error below in the Debug output

 

14:17:30.700: /glide/nodes/xxxxxxxxxx/webapps/glide/itil/WEB-INF/ui.jtemplates/kb_view_common_footer (No such file or directory): no thrown error

log14:17:30.701: running script: kb_view_common_footer the following error occurred: no thrown error

log14:17:30.703: null:-1:-1: <null> No source to compile: file:/glide/nodes/xxxxxxxxxx/webapps/glide/itil/WEB-INF/ui.jtemplates/kb_view_common_footer: org.apache.commons.jelly.JellyException: null:-1:-1: <null> No source to compile: file:/glide/nodes/xxxxxxxxxx/webapps/glide/itil/WEB-INF/ui.jtemplates/kb_view_common_footer: com.glide.ui.jelly.GlideJellyContext.compileIGlideTemplateXML(GlideJellyContext.java:845) com.glide.ui.jelly.GlideJellyContext.runScript(GlideJellyContext.java:773) com.glide.ui.jelly.tags.BaseTag.invokeNoRef(BaseTag.java:100) com.glide.ui.jelly.tags.BaseTag.invoker(BaseTag.java:87) com.glide.ui.jelly.tags.form.InlineTag.doTag(InlineTag.java:46) org.apache.commons.jelly.impl.CustomTagScript.run(CustomTagScript.java:205)

 

Upon investigating we identified that the UI Macro 'kb_view_common_footer' has been made inactive

https://xxxxxxxx.service-now.com/nav_to.do?uri=sys_ui_macro.do?sys_id=a9240ca0d72321004792a1737e6103c9

 The script in the above file on line 102 references the relevant Macro below which should display the comments section

<g:inline template="kb_article_comments" />

 

Resolution


Reactivate the UI Macro 'kb_view_common_footer'

https://xxxxxxxx.service-now.com/nav_to.do?uri=sys_ui_macro.do?sys_id=a9240ca0d72321004792a1737e6103c9

 

Article Information

Last Updated:2019-05-21 11:57:16
Published:2019-04-30