RITM Client Script works in Classic Form but not in Service Operations Workspace:

[DushanthaB]

Hi everyone,

I am experiencing an issue with Requested Item (RITM) forms in Service Operations Workspace (SOW) and would like to understand whether this is expected behaviour or if I am missing a configuration.

On our custom RITM form we have two related fields:

• Business Service
• Service Offering

The Service Offering field is filtered based on the value selected in Business Service.

In the traditional platform form, whenever the Business Service value is changed, the Service Offering field is automatically cleared. This ensures users select a new valid Service Offering from the filtered list associated with the newly selected Business Service.

However, when the same RITM is opened in Service Operations Workspace, changing the Business Service does not clear the existing Service Offering value. The previous value remains populated even though it may no longer be valid for the newly selected Business Service.

I would like to understand:

1. Why does this behaviour differ between the traditional form and Service Operations Workspace?
2. Are standard Catalog Client Scripts or UI Policies executed differently for RITMs in SOW?
3. Is there a specific Workspace Client Script, UX Client Script, Declarative Action, or another component that should be used to clear dependent fields in SOW?
4. Where should I look to troubleshoot client-side functionality for RITM forms in Service Operations Workspace?

Any guidance on how to identify the cause and implement the correct solution would be greatly appreciated.

Thanks.

[Ankur Bawiskar]

@DushanthaB 

catalog client scripts do work in SOW on RITM form

Did you set UI Type - ALL?

share screenshots of that client script config etc and what behavior it's showing

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[DushanthaB]

 

[Ankur Bawiskar]

@DushanthaB 

image is not clear.

add it as attachment to your post OR add it using this tool while replying

[AndersBGS]

Hi @DushanthaB 

As suggested by @Ankur Bawiskar, you need to ensure the UI type is set to all, where if UI type is set to desktop it will only work in UI16 and not SOW.