Publish button on KB articles does not display on upgrading to ZP4 - Known Error

Publish button on KB articles does not display on upgrading to ZP4 Description With zurich patch 4 upgrade, the Knowledge center is installed by default and due to which the Publish button on KB articles does not display

Declarative actions on a table are tied to layout records (sys_ux_form_action_layout). Only one layout is selected based on order and specificity. If order and specificity are the same, sys_id determines which layout is used.

Two layouts exist for sys_ux_form_action_layout table: 1. "Knowledge actions" - standard declarative actions used across all workspaces 2. "Knowledge center actions" - shipped in zp4, intended only for the new ECE page and tied to the ECE macroponent form controller

In Yokohama, the order field was introduced with a default value of 0.

Behavior on customer upgrade instances (upgrading from pre-Yokohama): - During Yokohama upgrade: "Knowledge actions" order is set to 0 - During zp4 upgrade: "Knowledge center actions" order is also 0 - Since both have order = 0, sorting falls back to sys_id - "Knowledge center actions" wins the sys_id comparison and displays on all workspaces - The publish button from "Knowledge center actions" only shows when ECE is enabled - ECE is not enabled on upgrade instances - Result: Publish button is not visible

Steps to Reproduce

1. Upgrade an instance from before Yokohama to Zurich patch 4

Most likely scenarios for customers seeing this issue. - Customer zboot before Y -> Upgrades to Y-> Upgrades to Z -> Upgrades to ZP4 - Customer zboot before Y -> Upgrades to Y-> Upgrades to ZP4 - Customer zboot before Y -> Upgrades to ZP4

2. Open SOW or CSM workspace 3. From list, open Knowledge List 4. Open any article which is in draft state 5. Note, Publish button is not visible

Workaround 1. Open https:// .service-now.com/sys_ux_form_action_layout_list.do?sysparm_query=nameSTARTSWITHKnowledge%20Center%20Actions&sysparm_view=

2. Set the order field to 100

To allow future upgrades on this record, an update set with same workaround is attached - https://support.servicenow.com/sys_attachment.do?sys_id=05146eea47aa365848cb2920326d43de with "Replace on upgrade" set to true.