Contract Management business rule "Post Outage to News" wrongly assumes users updating Business Service CIs in the CMDB have Knowledge creation roles: "You do not have permission to contribute to this knowledge base." - Known Error

Contract Management business rule "Post Outage to News" wrongly assumes users updating Business Service CIs in the CMDB have Knowledge creation roles: "You do not have permission to contribute to this knowledge base." Description Contract Management business rule "Post Outage to News" wrongly assumes users updating Business Service CIs in the CMDB will have Knowledge creation roles. A kb_knowledge insert is attempted, which aborts before insert.

This is triggered when Business Criticality is '1 - most critical', and Operational Status (operational_status) of the CI is changed to anything other than Operational.

If a user has the required roles to update the Operational Status of Business Service CIs (e.g. it_portfolio_manager, itil, service_admin), but does not have Knowledge creation roles, the insert attempted by this business rule gets aborted by the "Check User CanContribute To Kb" business rule on kb_knowledge, with a generic error (or 2 of the same error), with no explanation of what was being done cause that error: "You do not have permission to contribute to this knowledge base"

Steps to Reproduce

Using a Rome instance with demo data:

Install Contract Management Impersonate a user with service_admin role. Open any service CI within cmdb_ci_service, e.g. business service CI "Order Management", which is busines_criticality == '1 - most critical. /cmdb_ci_service_discovered.do?sys_id=f8662bd59f030200fe2ab0aec32e7092 Update the Operational Status from Operational to Retired. Actual behaviour: A error messages appears over the top of the form: "You do not have permission to contribute to this knowledge base"

Expected behaviour: This feature should check roles first, before attempting any knowledge inserts. _If_ any warnings need to be displayed, it should be from this business rule, and be specific to what this feature is doing. Do not display any worrying generic errors, or cause an insert() and abortAction at all. Alternatively a background process that does not depend on the roles of the user should automatically create the KB article.

The business rule session debug confirms the sequence and the abort action:

14:17:35.453 Execute after update business rules on cmdb_ci_service: before engines (order 14:17:35.455 Global ==> 'Post Outage to News' on cmdb_ci_service: ... 14:17:35.478 Execute before insert business rules on kb_knowledge: before engines (order ... 14:17:35.510 Global ==> 'Check User CanContribute To Kb' on kb_knowledge: ... 14:17:35.616 Operation against file 'kb_knowledge' was aborted by Business Rule 'Post Outage to News^63036c18c0a8010e01bac272daed2e2c'. Business Rule Stack:Post Outage to News,Check User CanContribute To Kb 14:17:35.617 Global Workaround This problem is currently under review. You can contact ServiceNow Technical Support or subscribe to this Known Error article by clicking the Subscribe button at the top right of this article to be notified when more information becomes available.