ACL rights needed for client script or some other issue?

[leonard_gilbert]

Using an old record producer from my company's initial rollout of ServiceNow. I copied the object and am in the process of updating design and options.   My issue is with two client scripts that I updated to get to work on the service portal, well at least partially.   It does not work correctly in Service Portal for non-admin accounts but the catalog view works correctly. In the Service Portal for non-admins, only the 1st option is generated but it is missing the rest.   As noted, my boss and I can see the options correctly in the service portal since we have admin rights. Nothing that I see in the script should have an issue since the catalog version works fine for non-admin accounts but then again I am a novice admin with only hands-on experience for the past 6 months in my company.   Any help would be greatly appreciated.

Populates Subcategories

// This block of code modifies 'subcategory'.
function onLoad(){
// Remove all items from category drop down to start
// Used the g_form.clearOptions() function instead of g_form.removeOption() function
g_form.clearOptions('subcategory');
g_form.addOption('subcategory', '', '-- None --',0);
var gp = new GlideRecord('sys_choice');
gp.addQuery('name', 'incident');
gp.addQuery('dependent_value', "JCIA");
gp.addQuery('element', 'u_app_subcategory');
gp.addQuery('hint', "jcia");
gp.query(function(gp) {
while (gp.next()) 
g_form.addOption('subcategory', gp.value, gp.label);
});
}

Orders Categories by Sequence

function onChange(control, oldValue, newValue, isLoading) {       
   if(newValue == oldValue){       
   return;       
   }
     //Type appropriate comment here, and begin script below
var ch = new GlideRecord('sys_choice');
ch.addQuery('name', 'incident');
ch.addQuery('dependent_value', "JCIA");
ch.addQuery('element', 'u_app_subcategory');
ch.addQuery('hint', "jcia");
ch.orderBy('sequence');
ch.query(function(ch) {
while(ch.next()) 
g_form.addOption('subcategory', ch.value, ch.label);
});
}

So far I get the same issue when I deactivate Orders Categories by Sequence so I'm thinking that possibly an ACL right is missing that a standard user needs to use this on the portal.   User Portals were not designed yet when ServiceNow was initially brought to my company 6 years ago Since I have only worked here for a year and a half, I see that most things were not kept up to date since no one before me had the role as a ServiceNow Admin. I've also attached some pictures showing the issue.

[dhasselquist · Accepted solution]

Leonard,

Before I would attempt to do so via scripting, I would first try to use the native platform features to accomplish your goal. Have you tried creating a Lookup Select Box type variable, and putting your requirements in the "Type Specifications" tab?

As a quick proof of concept, I made a field that will have the same values as the out of the box incident category field.

Edit: After making this post I was able to reproduce the behavior you were experiencing. Using the catalog client script to populate values would not work when viewing the Service Portal as a non-ITIL user. Using the above method however, the field was populating correctly.

[leonard_gilbert]

Honestly, I was too caught up with trying to get the old form to work because of how someone brought it to my attention that I wasn't thinking that a better option would be just to recreate... Thanks for the observation.

EDIT: Working correctly with non-itil accounts and the Lookup Select Box with my qualifiers.

[dhasselquist]

Leonard,

Glad to help!