Issue with "Transfer" UI Action on Task Table After Universal Request Plugin – Blocked by Mandatory

[Saraswathi Devi]

Hi All,

We're currently facing an issue with the "Transfer" UI Action on the task table after enabling the Universal Request plugin in our instance.

This UI action works only when the Assignment Group field is empty on the related sc_req_item (Request Item) record. However, in our environment, the Assignment Group field on the sc_req_item table is made mandatory through customization, and it's automatically populated when a request is submitted.

Has anyone faced this issue or knows:
How the "Transfer" UI Action is conditionally controlled?

Is there a recommended way to customize or override this behavior while still aligning with Universal Request best practices?

Any guidance or suggestions are appreciated.

Thanks in advance!

[Ankur Bawiskar]

@Saraswathi Devi 

you can update the OOTB UI action condition such that it handles the sc_req_item differently

Override the function "canRoutePrimaryTask" in the script include "UniversalRequestUtils"

Something like this, but please enhance it as per your requirement

1) if the table is RITM then check if both group and assigned to are populated or not

canRoutePrimaryTask: function(departmentTicketGr) {
        if (!this.canReadServiceSets())
            return false;

        if (!(departmentTicketGr.active && this.isTaskPrimaryDepartmentTicket(departmentTicketGr)))
            return false;

        if (departmentTicketGr.sys_class_name != "sc_req_item" && departmentTicketGr.assignment_group.nil() && departmentTicketGr.assigned_to.nil())
            return departmentTicketGr.canWrite() && (departmentTicketGr.requested_for != gs.getUserID());
        else if (departmentTicketGr.sys_class_name == "sc_req_item" && departmentTicketGr.assignment_group && departmentTicketGr.assigned_to)
            return departmentTicketGr.canWrite() && (departmentTicketGr.requested_for != gs.getUserID());
        else
            return this.isUserMemberOfAssigmentGroup(departmentTicketGr);
    },

refer below link(s) for help

How to Extend the Script Include With Your Custom Made Script Include?

How to extend an existing Class in a new script include

How to Extend a Script Include

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Saraswathi Devi]

Hi @Ankur Bawiskar ,

The issue doesn't seem to be related to the condition on the UI action. We already updated the condition, and the 'Transfer' UI action is now visible even when the RITM's assignment group is not empty. However, when we click on the UI action, the page loads indefinitely and nothing happens. We also tested this in the PDI environment and encountered the same behavior.

[Ankur Bawiskar]

@Saraswathi Devi 

so it's some other issue.

Did you check by debugging?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Saraswathi Devi]

@Ankur Bawiskar ,

I don’t believe the issue is related to anything else, as the UI Action works correctly when we clear the Assignment Group field. This indicates that the problem is specifically caused by the Assignment Group field.

[Ankur Bawiskar]

@Saraswathi Devi 

then you will have to debug by adding some logs in the script which handles this?