Unable To Generate a Knowledge Article Using Template "Incident-KCS article – HTML" After Upgrade "Now Assist for IT Service Management (ITSM)" to Ver.6Issue Before upgrade a plugin “Now Assist for IT Service Management (ITSM)” to Ver.6 (v6.0.5, v6.1.2, v6.1.3), users could generate a knowledge article using Template “Incident-KCS article – HTML”. But after upgrade the plugin to Ver.6, the users are unable to generate a knowledge article using Template “Incident-KCS article – HTML”, using templete "Standard" unexpectedly. ReleaseThis issue is occurred when Ver of Now Assist for IT Service Management (ITSM) (App id: sn_itsm_gen_ai) is 6.x.x.CauseNoticed that 'Create Knowledge' UI action calls in script include "NowAssistItsmGenAIUtilsSNC" and invokes the method getNewKnowledgeArticleLink(). The method is checking for ''com.snc.incident.knowledge" plugin to be active, so it further checks for Template “Incident-KCS article – HTML” by "GlideRecordSecure('kb_article_template')". However, GlideRecordSecure() performs the same functions as GlideRecord(), but enforces ACLs.ACL of Table "kb_article_template" for Operation "read" requires knowledge_admin role or knowledge_manager role. So when the user not have above roles try to generate a knowledge article, the Template “Incident-KCS article – HTML” is not used for the article. ResolutionTo resolve the issue, please upgrade plugin “Now Assist for IT Service Management (ITSM)” to Ver.7 or later where the 'getNewKnowledgeArticleLink' function has been changed to use "GlideRecord()" again.