I'm investigating Universal Request for my Product Owner. They still wish to use both normal Incidents and Requests and select the appropriate "create" button based upon the description in the UR record.
The OoB 'Create Request' button uses the catalog items for creating the request, so I could ideally just create a generic request catalog item and cover all the potential options; however, the OoB the button does not link data or close the original UR record when using the Create Request button.
Because of how the OoB Create Request button works, I was attempting to create my own, but was having trouble updating and closing the UR when creating the Request record. Because of this, I decided to test if there was an issue updating the UR so I ran a background script to manually update the Primary Task of a test UR record. The script worked and the gs.info returned the correct REQ# afterward. The "Create" buttons even disappeared from the UR as expected. The problem is, the Primary Task field never updates with the record # and when you click the preview button, there is nothing to preview.
I went back to background scripts, and this time I just queried the existing record without changing anything. Sure enough, the script returns the correct value for the Primary Task, so the value has saved, but nothing I do seems to make it show up in the UR record.
Thank you for any assistance you can provide!
Paul
