OnLoad client script does not run to non-admin role (non-admin role/user has ITIL)

[Antonio42]

Team,

I created an onload client script to set category, assignment group and other fields to speed up the fill out of form, you guys know time is money 🙂

Everything works nice when I create a new incident since my userID is associated with admin role, but when any user out of admin role goes to new incident, the onload client script does not work, that user has ITIL role, ok? Have you already seem this before? Appreciate any help!

[Pradeep Sharma]

Hi Antonio,

Could you please share the script?

Thanks,

Pradeep Sharma

[Antonio42]

Pradeep, thank you for your quick reply!

function onLoad() {
    var viewName = getView();
    var grView = new GlideRecord('sys_ui_view');
    grView.addQuery('name','Default');
    grView.query();
    while(grView.next()){
        if(grView.name == viewName){            
            g_form.removeOption('u_qs_type','Alert');
            g_form.removeOption('u_qs_type','Incident');
              if (g_form.getValue('category')=='' || g_form.isNewRecord() == 'false'){
                g_form.setValue('category', '1');}
            if (g_form.getValue('assignment_group')=='' || g_form.isNewRecord() == 'false'){
                g_form.setValue('assignment_group', 'ab08f792db946b006769980c8a961455');}
        }
    }
}

[Ahmmed Ali]

also i ma wondering what is the use case to include view name in the script here.

basically here in script you are checking for all views with name "Default" and again comparing same with form view. 

if you want the change for only particular view then you can directly compare the view name with viewName variable in your code.

why extra GlideRecord?

Please let me know if i am missing something.

Thanks,

Ali

[Antonio42]

Ali, I have several views, in this case the script must run only to this view that's why condition was applied.