Error when creating an incident from case on workspace: Illegal access to outbound HTTP

[JordyZ]

Hi,

I have a custom workspace UI action that creates an incident from a case (it opens an unsaved incident record with some prepopulated fields. 

UI action script:

// Create a new incident record
var newRecord = new GlideRecord("incident");
newRecord.initialize();

newRecord.setValue("caller_id", gs.getUserID());
newRecord.setValue("short_description", current.getValue("short_description"));
newRecord.setValue("description", current.getValue("description"));
newRecord.setValue("parent", current.getValue("sys_id")); 

// Retrieve the current user's department from cmn_department
var userRecord = new GlideRecord('sys_user');
if (userRecord.get(gs.getUserID())) {
    var department = userRecord.getValue('department'); 
    if (department) {
        newRecord.setValue("u_agency_department", department);
    }
}


// Open the new record
action.openGlideRecord(newRecord);

When I save the unsaved record, I get this error message: Illegal access to outbound HTTP in CTI-Connector-ServiceNow. Use an async business rule to perform outbound HTTP requests.

I don't know what that means, when am I performing an outbound HTTP request with my UI action?

Any help is appreciated!

[Sandeep Rajput · Accepted solution]

@JordyZ It looks like an API call is made the moment you save an incident record on your instance. This API call is being made from CTI-Connector-ServiceNow app. This app might be making a synchronous API call due to which this error is popping up on the screen. If this is an app from ServiceNow, you can raise a case with ServiceNow support team to get it addressed.

Please refer to thread https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0753657 for more information.

An ideal solution is to replace synchronous API call with asynchronous.

[JordyZ]

Hi @Sandeep Rajput thanks for your reply!

Do you think this error can be ignored for now or it's a critical issue?

[Sandeep Rajput]

@JordyZ This isn't a critical issue but will surely be an irritant for your users who will see this message each time they will click on the UI Action. 

[JordyZ]

@Sandeep Rajput , thanks for the help! If you have some time, I've created a new post I need help with. It would be great if you could have a look at it.