Unhandled exception in GlideAjax - onLoad Catalog Client Script in Customer Service Request Integration

[Jenny Talor]

Hi All

I know there are multiple posts on this subject (which I have read!) but I cannot find a solution to my issue.

I have a catalog item in the Customer Service Request Integration scope.  In this item I have the following onLoad catalog client script - 

and this is the Script Include - 

When I load the catalog item on the CSM Portal, I am getting the error message "There is a JavaScript error in your browser console" and the variables company_type and licence_allocation are not being populated.  When I checked on the console, it just states "Unhandled exception in GlideAjax.".

As part of my investigations, I added an alert to the onLoad client script to ensure the Account field value is being returned, and it is. 

Can anyone please assist in resolving this issue?

 Many thanks

Jenny

[Pranesh072]

i think that shouldnt be a problem. Can you try to run the script include code in background script, maybe some issues with field.

[Jenny Talor · Accepted solution]

Hi Pranesh

Well I finally figured out what the issue was! As we are using CSM, our Portal users (contacts) have snc_external roles.  After turning on security debugging, I found there was a 'client-callable script include' ACL which was set to snc_internal only.  So I updated the acl to include the external role, and all is now working as it should.  Phew!!

Thanks very much for your suggestions, it is really appreciated.

Regards

Jenny

[gweathersby]

Hi Jenny--thanks so much for this post. I think I have the same thing going on because I've read all the other posts on this topic and nothing seems to work. I'm trying to locate the ACL you mentioned--do you remember what you saw in the security logs that helped you zero in on this ACL? 

[Jenny Talor]

Hi

The ACL I updated to resolve the issue is shown below.  If you search for 'type' is client_callable_script_include and Name is * you should find it.  I hope this resolves your issue - I know it drove me crazy at the time!

[Rajini2]

I had the same requirement. I wasted one day trying to figure what went wrong.

Thank you so much. You saved my time. But, still my reference field does not display the value instead it only shows the sys_id's. Any suggestion for this?

I have given snc_external role for user table.