Did something change with Custom Templates?

Dessy Prasad

A custom template I was sharing with all users within a notebook has disappeared for them but still shows for me.

Cornelia Patscheider_is_Out-of-office

Hi @Dessy Prasad ,

I am sorry that you are experiencing this issue. As far as I know, members should be able to access templates.

I created a ticket, so that our Support team can look into this.

• Please enable access for the Support
• Provide information about which Note that is affected
• Send a screenshot if possible

Thank you!

Cornelia Patscheider_is_Out-of-office

Hi @Dessy Prasad ,

I have another update: commenters and viewers cannot view the templates. This was changed recently.

Can you please try the following:

• Please open the "Sharing" dialog.
• Check what type of access the other user have. If they are only commenters or viewers, then they cannot view the template. In order for them to see the templates, change the access to "member".

Let me know if this solves the problem :)

Dessy Prasad

Hi @Cornelia Patscheider - This user is already a member and cannot view it. The issue is in our Draft How-To's notebook. I'm not sure how to enable access for Support.

Cornelia Patscheider_is_Out-of-office

Hi @Dessy Prasad ,

thanks for your response!

Okay, if the person is a member, then it sounds like this is a bug. I am sorry that you are experiencing this issue! I already forwarded the issue internally.

My colleague Alex from the Support Team has reached out to you via email as well. He is able to track the progress of the possible fix better than me and will let you know when the issue is tackled and fixed.

I believe enabling Support access isn't needed anymore because my colleagues were able to reproduce the bug.

Dessy Prasad

Okay, thank you. I didn't receive any email, fyi, but let me know if anything else is needed on my end.

Cornelia Patscheider_is_Out-of-office

Okay, no worries, I'll let you know here in the community when I get any updates on the bug.

Cornelia Patscheider_is_Out-of-office

Hi @Dessy Prasad ,

I just wanted to let you know that this issue has been fixed. All members should be able to see the templates again.