Select Case Type modal pop-up and Article Template selector reappear on new record form


When clicking on "Create Case" UI action on an Onboarding or Complaint case, and then clicking on "Create Case" button on "Select Case Type" after selecting options, the "Select Case Type" pop-up reappears on the new case form. This issue occurs for both OOB Case Type as well as for Single Selection Case Type.

A similar issue with the article template selector occurs while creating a knowledge article from flagged task.

Steps to Reproduce

1.1. Install Store App: Case Playbook for Onboarding, Case Playbook for Complaint.
1.2. As Agent, create a Complaint or Onboarding Case and Accept it.
1.3. Click on "Create Case" UI Action. This will show "Select Case Type" modal.
1.4. Select/Choose applicable values, and click on "Create Case" button. A New Case form opens and is in focus, however, the "Select Case Type" modal reappears.

2.1. Install Knowledge Management Advanced Installer plugin.
2. Enable article templates.
3. Open CWF workspace.
4. From Lists >Knowledge >All articles open any article and flag the article.
5. From Lists >Knowledge >My Tasks – Flagged open any task and create an article by filling knowledge base and article template details. The article template selector gets relaunched.


This problem has no workaround, is under review and targeted to be fixed in a future release. To receive notifications when more information becomes available, subscribe to this Known Error article by clicking the Subscribe button at the top right of this form.

Related Problem: PRB1480532