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itil user is unable to create personal template when user doesn't belong to any groups - Known Error
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  • itil user is unable to create personal template when user doesn't belong to any groups
KB0863111

itil user is unable to create personal template when user doesn't belong to any groups


321 Views Last updated : Jan 17, 2024 public Copy Permalink
KB Summary by Now Assist

Description

itil user is unable to create personal template when user doesn't belong to any groups

Steps to Reproduce

Steps to reproduce
1. Go te sys_user table and add a user
2. Grant itil role to the user which was added in step1
3. Impersonate to the user which was added in step1
4. Go to incident > Open and open any records
5. Click the more options icon (More options icon) in the form header.
6. Select Toggle Template Bar and click "Create a new one?"


Actual result: No fields are shown up on form. Only  [clear] and [submit] button is shown. (refer to screenshot)
Expected results: itil user should be able to create a personal template.

Workaround

This issue is under review. If you are experiencing this problem, contact ServiceNow Customer Support.


Related Problem: PRB1424965

Potentially Seen In

There is no data to report.

Fixed In

Quebec

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