Help in my code

[Arthur Sanchez]

I'm trying to create a code where, every time a ticket is created, the queue field is updated, and as it's going to be a lot, I thought about creating a client script instead of using flow, + I'm not able to change the queue field

// Client Script to direct a ticket to a queue based on the fields filled in the catalog tree
function onSubmit() {
    var area = g_form.getValue('area');
    var system = g_form.getValue('system');
    var serviceType = g_form.getValue('service_type');
    
    // Determine the queue based on the field values
    var queueValue = determineQueue(area, system, serviceType);
    
    // Update the 'Queue' field with the correct value
    g_form.setValue('queue', queueValue);
}

// Function to determine the queue value based on the field values
function determineQueue(area, system, serviceType) {
    // If the area is TI, the system is "app", and the service type meets the criteria
    if (area === 'ti' && system === 'app' &&
        (serviceType === 'maintenance_ti' || serviceType === 'installation_ti' ||
         serviceType === 'configuration_ti' || serviceType === 'customization_ti')) {
        return 'app_n1'; // Queue value for app_n1
    }
    
    // If no case matches, do not return anything
    return ''; // Returns an empty string when no case matches
}

 if the area field is 'ti' and if the system field is 'app' what if the service_typer field is any of: malntenance_ti, installation_ti, configuration_ti, customizetlon_ti, the queue value must be app_n1

[Bert_c1]

Seems 'queue' is a choice field, in that case you need to verify 'app_n1' is a valid value. You can also an "alert('determineQueue is returning app_n1');" inside the 'if' statement to see if the condition passes.  Add "alert('area = ' + area);" lines to verify the values used in the if condition.

[Arthur Sanchez]

I didn't understand how to do this, and now I have another question, I created the script using Studio's ClientScript, this script would be using the Client or Flow?

[Bert_c1]

Try the following in your code, as you test, you will see the results of the debug:

// Client Script to direct a ticket to a queue based on the fields filled in the catalog tree
function onSubmit() {
    var area = g_form.getValue('area');
    var system = g_form.getValue('system');
    var serviceType = g_form.getValue('service_type');
    
    // Determine the queue based on the field values
    var queueValue = determineQueue(area, system, serviceType);
    
    // Update the 'Queue' field with the correct value
    g_form.setValue('queue', queueValue);
	alert("Set queue = " + queueValue);
}

// Function to determine the queue value based on the field values
function determineQueue(area, system, serviceType) {
    // If the area is TI, the system is "app", and the service type meets the criteria
	alert('Checking queue value: area = ' + area + ', system = ' + system + ', serviceType = ' + serviceType);
	var cond = area === 'ti' && system === 'app' &&
        (serviceType === 'maintenance_ti' || serviceType === 'installation_ti' ||
         serviceType === 'configuration_ti' || serviceType === 'customization_ti');
	alert('Checking queue value: condition = ' + cond);
		 
    if (area === 'ti' && system === 'app' &&
        (serviceType === 'maintenance_ti' || serviceType === 'installation_ti' ||
         serviceType === 'configuration_ti' || serviceType === 'customization_ti')) {
			 alert('Checking queue value: returning app_nl');
        return 'app_n1'; // Queue value for app_n1
    }
    
    // If no case matches, do not return anything
    return ''; // Returns an empty string when no case matches
}

[Arthur Sanchez]

It shows alerts about what is happening, but when I finish creating the ticket and go to the support view, the queue value does not change and remains NONE

[Bert_c1]

Check for ACLs, dictionary overrides, and/or business rules that prevent updating the 'queue' field.