Hello Community,
I am going through a tough request involving Universal Requests: When creating a primary ticket (can be either an Incident or a Requested Item) from a Universal Request (UR), if that UR is restricted (Restricted flag) then attachments and comments should not be copied in the primary ticket (OOTB both are copied, whatever restricted or not).
After investigation, I see 2 Business Rules ("Attach as Universal Req Primary Ticket" for both incident and sc_req_item tables). Both codes are calling "sn_uni_req.UniversalRequestUtils().attachPrimaryTicket(...)". In corresponding Script Include, code refer to "new sn_uni_req_api.UniversalRequestUtilsJS().attachPrimaryTicket(...)".
Seems like "sn_uni_req_api.UniversalRequestUtilsJS()" is core functionality, and no idea how I can read or amend that one, or even overridee (if at least I can read that piece of script to know what it is exactly doing in details).
Has anyone faced that kind of hidden code? Can I see it? Amend? Override?
How can I manage my requirements if I really can't edit or override the functionality? I could call a custom function in the 2 Business Rules if only I know what the OOTB code is doing.
Thank you in advance for any feedback 🙂
