Issue on Problem Management ticket.

[gourav2]

There are some UI Action (Form Buttons) available on my Problem ticket and they serve different purposes.

For example when I create a problem and fill the mandatory fields and click on Submit then the problem goes into a New state. Now come 3 UI Actions into picture. I need to click on Mark Open UI Action on the created problem so that state of the problem will change into an Open state for further progress. After this, there are 3 options on the ticket. Cancel problem, Create Change and Known Error. Upon clicking Known Error UI Action, a field becomes visible and mandatory (Knowledge Article reference field).

But if someone clicks on Known Error by mistake, there is no way the changes could be reverted. The field Knowledge Article remains mandatory and the ticket progress could not be made like if I wanted to Create Change or Cancel the incident. Below is the script for the same (OnSubmit😞

function onSubmit()

{

  var grp = g_form.getValue('assignment_group');

  var grpname = 'Manager Group';

  if(g_form.getActionName().toString() == 'mark_open')

  {

  if(g_form.getValue('assignment_group') == '')

  {

  alert('Please fill the assignment group');

  return false;

  }

  }

  //Make knowledge article field mandatory on Known error

  if(g_form.getActionName().toString() == 'known_error')

  {

  var knowledge = g_form.getValue('u_knowledge_article');

  if(knowledge == '')

  {

  g_form.setVisible('u_knowledge_article', true);

  g_form.setMandatory('u_knowledge_article', true);

  g_form.flash("u_knowledge_article","#FFFACD",0);

  alert('Please fill the required mandatory field');

  return false;

  }

  }

  if(g_form.getActionName().toString() == 'resolve_problem' && g_form.getValue('u_knowledge_article') == '' && g_form.setMandatory('u_knoweldge_article', true))

  {

  g_form.setVisible('u_knowledge_article', false);

  g_form.setMandatory('u_knowledge_article', false);

  g_form.setMandatory('u_solution',true);

  //return true;

  if(g_form.getValue('u_solution') == '')

  {

  alert('Please fill the required mandatory field');

  return false;

  }

  }

}

-------------------------------------------------------------------------------------

I desire to cancel the incident or create a change on the Problem ticket even after I click on Known Error by mistake and the Knowledge Article field should become invisible and become non mandatory as well. Thanks for any help. | Gourav

[Kalaiarasan Pus]

Adapt the code like this

Client & Server Code in One UI Action - ServiceNow Guru

[Tanaji Patil]

Hi Gourav,

Please make your Cancel Problem UI action exactly as shown below. It will do the job.

Name- Cancel Problem

Action name- cancel_problem_action

Client- true

Onclick- CancelProblem();

Script-

//marked in Italic is what your code was missing

function CancelProblem()

{

  var now = g_form.getValue('u_mcd_knowledge_article');

  if(now == '')

  {

  g_form.setVisible('u_mcd_knowledge_article', false);

  g_form.setMandatory('u_mcd_knowledge_article', false);

  }

gsftSubmit(null, g_form.getFormElement(), 'cancel_problem_action');

}

if(typeof window = 'undefined')

        runServerSideCode();

function runServerSideCode() {

current.problem_state = '98';// cancelled

current.update();

action.setRedirectURL(current);

}

Thanks,

Tanaji

--Mark helpful/correct is it helps you solve your issue.

[gourav2]

Thanks Mr. Tanaji and that worked flawlessly. Thank you so much.

[Tanaji Patil]

Thats Great News!!

You are welcome