UI Action - Create an Incident (from Interaction) on Service Operations Workspace (not working)

WazzaJC
Tera Expert

‎05-18-2023 04:27 AM - edited ‎05-18-2023 05:50 AM

UI Action - Create an Incident (from Interaction) on Service Operations Workspace (not working)

 

Hi Team,

I would really appreciate some help/guidance on this, I do not understand why the adjusted OOTB script is not working?

 

I have adjusted the standard OOTB script for the UI Action 'Create Incident' (from an Interaction).

 

I added the following line to the OOTB script - see screenshot attached: inc.opened_by = current.opened_for;

 

This is to ensure that the User's name in the Requester (Opened For) field (in the Interaction) gets copied across/populates the Requester (Opened By) Field in the Incident that gets raised from the Interaction.

 

But when I am in Service Operations Workspace view, when I click 'Create Incident', from the Interaction, this adjusted script is not working.

 

I have attached a screenshot. When I click 'Create Incident' from the Interaction, the Requester (opened_by) field in the Incident is not auto-populating with the user name input in the Requester (opened_for) field (from the Interaction).

 

I cannot work out why the adjusted UI Action script is not working?

 

Any help appreciated.

 

Many thanks, Warwick

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sourav1999
Mega Guru

‎05-18-2023 07:01 AM

1. Check if the UI Action is enabled in the list view of the incident table.

2. Check the ACLs of the UI Action and make sure that the user has the required roles.

3. Check if the UI Action is available in the workspace.

4. Check if the UI Action is configured to run on the Service Operations Workspace.

5. Check if the variables used in the UI Action are defined correctly.

6. Check the client scripts used in the UI Action and make sure that the code is correct.

7. Check the UI Action's onBefore the script and make sure that the conditions are met.

 

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