Custom client script on u_template truncates values at “=” (even after splitting on first “=” only)

nameisnani · 40m ago

Hi everyone,

I need help with a template issue on the Incident form.

Environment

ServiceNow ITSM, classic UI (the same script also exists for Service Operations Workspace)
Custom reference field u_template on Incident
An onChange client script applies the selected template’s values to the form

Problem
When a template is applied through the custom u_template field, any text after an equals sign (=) is dropped.

In the template’s Description I entered Network Account = Unlock. On the incident, only Network Account appears.
In the template’s Additional comments I have an HTML link, <a href="https://...">. On the incident, the text stops at <a href.

The out-of-the-box template function does not have this issue. It only happens through the custom field.

What ServiceNow Support found
Support pointed to these lines in the client script. pair.split('=') splits on every = sign, and only entry[1] is kept:

var entry = pair.split('=');
var field = entry[0];
var value = entry[1];

Original script (before my change)

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    // 1. Standard safety checks
    if (isLoading || newValue === '' || isTemplate) {
        return;
    }

    // 2. Get the current table name (e.g., 'incident', 'problem')
    var currentTable = g_form.getTableName();

    // 3. Get the template record using a callback
    g_form.getReference('u_template', function(tempRecord) {
        if (tempRecord) {

            // 4. VALIDATION: Ensure the template's table matches the current record's table
            if (tempRecord.table !== currentTable && tempRecord.table !== 'task') {
                g_form.addErrorMessage('The selected template is for the ' + tempRecord.table + ' table and cannot be applied here.');
                return;
            }

            if (tempRecord.template) {
                var templateValues = tempRecord.template;
                var pairs = templateValues.split('^');

                pairs.forEach(function(pair) {
                    var entry = pair.split('=');
                    var field = entry[0];
                    var value = entry[1];

                    // 5. Apply values only if the field exists on the current form
                    if (field && value && g_form.hasField(field)) {
                        g_form.setValue(field, value);
                    }
                });

                g_form.addInfoMessage('Template "' + tempRecord.name + '" applied successfully.');
            }
        }
    });
}

What I changed
I replaced the split('=') lines so the script splits only at the first =:

pairs.forEach(function(pair) {
    if (!pair || pair === 'EQ') return;

    var idx = pair.indexOf('=');
    if (idx === -1) return;

    var field = pair.substring(0, idx);
    var value = pair.substring(idx + 1);

    if (field && value && g_form.hasField(field)) {
        g_form.setValue(field, value);
    }
});

Result
After saving, clearing the cache and testing on a new incident, I get the same truncation.

Can any one please help me on this -

can any one plesse provide me updated script

NOTE - client want only OOB template field only

@Ankur Bawiskar - need your help here , kindly help me

Vishal Jaswal · 22m ago

Hello @nameisnani

Try below:

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

    // 1. Standard safety checks
    if (isLoading || newValue === '' || isTemplate) {
        return;
    }

    // 2. Get the current table name
    var currentTable = g_form.getTableName();

    // 3. Get the selected template record
    g_form.getReference('u_template', function(tempRecord) {

        if (!tempRecord || !tempRecord.sys_id) {
            return;
        }

        // 4. Validate that the template applies to the current table
        var templateTable = tempRecord.getValue('table');

        if (templateTable !== currentTable && templateTable !== 'task') {
            g_form.addErrorMessage('The selected template is for the ' + templateTable + ' table and cannot be applied here.');
            return;
        }

        // 5. Get the raw template value
        var templateValues = tempRecord.getValue('template');

        if (!templateValues) {
            return;
        }

        // 6. Separate the template into individual field/value pairs
        var pairs = templateValues.split('^');

        pairs.forEach(function(pair) {

            // Ignore empty entries and encoded-query terminator
            if (!pair || pair === 'EQ') {
                return;
            }

            // 7. Find ONLY the first "="
            var idx = pair.indexOf('=');

            if (idx === -1) {
                return;
            }

            // Everything before first "=" is the field name
            var field = pair.substring(0, idx);

            // Everything after first "=" is the value
            var value = pair.substring(idx + 1);

            // Debugging - remove after testing
            console.log('Template field: ' + field);
            console.log('Template value: ' + value);

            // 8. Apply only fields that exist on the current form
            if (field && g_form.hasField(field)) {
                g_form.setValue(field, value);
            }
        });

        // 9. Notify user that the template was applied
        var templateName = tempRecord.getValue('name');

        g_form.addInfoMessage('Template "' + templateName + '" applied successfully.');
    });
}

Validation Results:

Hope that helps!