Help with client script for incident template

[sharonjanisch]

We want to have a client script that runs when our techs use a template to create an incident that will display a message when the CI field changes to a specific value.  

If I select Configuration Item as the field name and use this script, it does not work:
function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isTemplate || newValue == '') {
          return;
    }

    //Type appropriate comment here, and begin script below
    if (newValue == 'CI_Name')
  g_form.showFieldMsg('short_description','IMPORTANT:___','info');
}

If I use select SubCategory as the field name with this script, it does work:
function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isTemplate || newValue == '') {
          return;
    }

    //Type appropriate comment here, and begin script below
    if (newValue == 'SubCategory_Name')
  g_form.showFieldMsg('short_description','IMPORTANT:___','info');
}

Can someone tell me why this doesn't work with the CI field?

[Chuck Tomasi]

Hi Sharon,

newValue represents a sys_id on the CI field. You are comparing against a string.

if (newValue == 'CI_Name')

should be more like

if (newValue == 'bc14b51f7f0000016c0893ec88be62da')

Also, if they are using a template, you may want to change:

if (isTemplate || newValue == '') {

          return;

    }

to

if (newValue == '') {

          return;

    }

The first one says "If you're using a template, abort and return". I thought you wanted this to display if you WERE using a template - or did I misunderstand.

[Chuck Tomasi]

Oops, forgot the obligatory reference: Client Scripts - ServiceNow Wiki

[sharonjanisch]

You're correct, we want the message to display only when the use the Incident template.  

I've changed the newValue to the sys_id of the CI but the message still does not appear.  
I've tried both scripts below.  

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isTemplate || newValue == '') {
          return;
    }

    //Type appropriate comment here, and begin script below
    if (newValue == 'd73fa4be0fdb164013ef46ace1050e65')
  g_form.showFieldMsg('short_description','IMPORTANT:___','info');
}

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (newValue || newValue == '') {
          return;
    }

    //Type appropriate comment here, and begin script below
    if (newValue == 'd73fa4be0fdb164013ef46ace1050e65')
  g_form.showFieldMsg('short_description','IMPORTANT:___','info');
}

[Chuck Tomasi]

Hi Sharon,

How about adding a few more g_form.addInfoMessage() calls to ensure the script is at least running?

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

        g_form.addInfoMessage('Started script: isTemplate=' + isTemplate);
  if (!isTemplate || newValue == '') { // Changed to bail out if NOT using a template
          return;
    }

        g_form.addInfoMessage('newValue=' + newValue);

    //Type appropriate comment here, and begin script below
    if (newValue == 'd73fa4be0fdb164013ef46ace1050e65')
  g_form.showFieldMsg('short_description','IMPORTANT:___','info');
}