Client Script Issue with Assignment Group Auto-Population from Portal

[jabaya]

Hi everyone, I created a client script that uses the onChange event for the u_product field to auto-populate the assignment group based on the selected product.

This script works as expected for all accounts at the form level. However, when I impersonate a user from the customer end and submit a case through the portal, the script functions correctly for all nine accounts except for one, which I'll refer to as the PPA account.

Specifically, when submitting the form for the PPA account, the assignment group mapping does not occur, and the auto-population fails, leaving the assignment group empty in the backend.

I've reviewed the client script, and everything appears to be configured correctly. It works for nine out of ten accounts. Has anyone encountered a similar issue? What steps can I take to troubleshoot this problem with the account?

Thank you for your assistance!

[Abhay Kumar1]

@jabaya Verify ACL if any blocking , if that specific user does not have access then can not be validated and populated on form.

[jabaya]

Hi @Abhay Kumar1  Thanks for the response, i checked ACL too but there's no ACL configured for the account, as for the user it happens to all user within that account too..