the client script is not working in service portal but working in try it option in catalog form

[Ponnada]

I created a on change catalog client script such that based on requested fors country and the options he chose in domain ,category and service fields(reference) will make a particular value be set and read only in service desk filed. Please take a look at the below script and help me out.

[Sagar Pagar]

Hi @Ponnada,

Make sure that UI type is All.

If my response helps to solve your issue. Kindly mark it as helpful & correct. It will be helpful for future readers.
Thanks,
Sagar Pagar

[Ponnada]

Hi Sagar,

I did chose All in UI Type but still it is not working.

Best,

Kasthuri

[Tushar]

Hi @Ponnada 

can you please paste the script here, so that I can go through and help you further on this.

Thanks.

[Ponnada]

Hi Tushar,

here is the script i wrote and I did select UI type as ALL:

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

// Not setting field when form loads with the Requested For set as the logged in user - removing this

//if (isLoading) {

// return;

//}

if (newValue == '') {

g_form.clearValue('service_desk');

g_form.setReadOnly('service_desk',  false);

return;

}

// Type appropriate comment here, and begin script below

// When the Requested For changes, set the Service Desk based on location

// OU Code = OU20018698 --> URUGUAY - TI - PRONTO MESA DE SERVICIO (c957007a479fdd10ea4d0bde536d437b)

// CR --> Costa Rica - ITBS - Centro de Servicio Costa Rica (8c4e1131db693308a0c054195e961916)

// PA --> Panama - ITBS - Centro de Servicio Panama (15a41b77db65bf0095c83e4f9d9619f3)

// MX --> GTS - EUS - End User Support MX (34723e041b0fcd10ca0b32a61a4bcb95)

// UY --> URUGUAY - TI - PRONTO MESA DE SERVICIO (c957007a479fdd10ea4d0bde536d437b)

//  UY --> URUGUAY,DOMAIN -->PRONTO,CATEGORY-->"Backoffice IT - Data Operations"/"Backoffice IT - Production" -URUGUAY - PRONTO - IT - PRODUCCION

//  UY --> URUGUAY,DOMAIN -->PRONTO,CATEGORY-->"Backoffice IT - Technology" -URUGUAY - PRONTO - IT - TECHNOLOGIA

//  UY --> URUGUAY,DOMAIN -->PRONTO,CATEGORY-->"Technology Support" - URUGUAY - PRONTO - IT - SERVICIO TECNICO

var requested_for = g_form.getReference('requested_for', setFields);

 function setFields(requested_for) {

var ou_code = requested_for.u_org_unit.toString();

var country = requested_for.country.toString();

g_form.setDisabled('service_desk',false);

g_form.setReadOnly('service_desk',false);

if (ou_code == 'OU20018698') {

g_form.setValue('service_desk', 'c957007a479fdd10ea4d0bde536d437b');

//g_form.setReadOnly('service_desk', true);

}

else if (country == 'CR' || country == 'PA' || country == 'MX' || country == 'UY') {

if (country == 'CR') {

g_form.setValue('service_desk', '8c4e1131db693308a0c054195e961916');

}

else if (country == 'PA') {

g_form.setValue('service_desk', '15a41b77db65bf0095c83e4f9d9619f3');

}

else if (country == "MX") {

g_form.setValue('service_desk', '34723e041b0fcd10ca0b32a61a4bcb95');

}

else if (country == "UY") {

var domain = g_form.getValue('domain').toString();

var domainLabel=getDomain(domain);

var category = g_form.getValue('category').toString();

var categoryLabel=getCategory(category);

var service = g_form.getValue('service').toString();

var serviceLabel=getService(service);

if (country == "UY" && domainLabel == "PRONTO" && categoryLabel =="Backoffice IT" && (serviceLabel =="Data Operations"||serviceLabel =="Data Operations"|| serviceLabel =="Production")) {

g_form.setValue('service_desk', '75c0151d97279990840c77100153af4d');

}

else if (country == "UY" && domainLabel == "PRONTO" && categoryLabel =="Backoffice IT" && serviceLabel =="Technology") {

g_form.setValue('service_desk', '9618e012476f11d0ea4d0bde536d4316');

//9618e012476f11d0ea4d0bde536d4316

} 

else if(country == "UY" && domainLabel == "PRONTO" && categoryLabel =="Technical Support"){

g_form.setValue('service_desk', '36686492476f11d0ea4d0bde536d4374');

}

else { 

g_form.setValue('service_desk', 'c957007a479fdd10ea4d0bde536d437b');

}

}

}

          else {

g_form.clearValue('service_desk');

g_form.setReadOnly('service_desk',  false);

} 

// g_form.setValue('service_desk', 'c957007a479fdd10ea4d0bde536d437b');

}

function getDomain(domain)

{

var gr = new GlideRecord('sys_choice');

gr.addQuery('name', 'question_choice');

gr.addQuery('element','eus_latam_domain');

gr.addQuery('inactive','false');

gr.addQuery('sys_id',domain.toString());

gr.query();

while (gr.next()) {

return gr.label;

}

}

function getCategory(category)

{

var gr = new GlideRecord('sys_choice');

gr.addQuery('name', 'question_choice');

gr.addQuery('element','eus_latam_category');

gr.addQuery('inactive','false');

gr.addQuery('sys_id',category.toString());

gr.query();

while (gr.next()) {

return gr.label;

}

}

function getService(service)

{

var gr = new GlideRecord('sys_choice');

gr.addQuery('name', 'question_choice');

gr.addQuery('element','eus_latam_service');

gr.addQuery('inactive','false');

gr.addQuery('sys_id',service.toString());

gr.query();

while (gr.next()) {

return gr.label;

}

}

}