Parent not getting updated on Request and RITM for Case record in CSM Workspace

Shivam Saxena1
Mega Expert

Hello,

 

I am creating a request from a Case record in CSM Workspace. The issue I am getting is when we create a request and RITM through a Case record then in the parent field present on the request and RITM form should get populated with the Case number. But it is not getting populated when I am raising a request from CSM Workspace.

CSM Workspace :

find_real_file.png

find_real_file.png

find_real_file.png

This is working fine if I am raising request for Case record in Agent Workspace.

Agent Workspace :

find_real_file.png

find_real_file.png

find_real_file.png

 

It is working fine in Agent Workspace but not working for CSM Workspace. Can someone please guide me where to check?

 

Thanks.

5 REPLIES 5

Harish KM
Kilo Patron
Kilo Patron

Hi there should be a Business rule or other scripts which sets the parent field after creation of record. Did you check that?

Regards
Harish

Hi Harish,

 

I have checked it but didn't find anything. Is this OOB functionality?

 

Thanks.

Ankur Bawiskar
Tera Patron
Tera Patron

Hi,

Then did you debug which script is allowing this to happen in Agent Workspace

Regards
Ankur

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

Hi Ankur,

I got the script from where this message is getting populated. But the issue here is parent field is getting populated before this script gets executed and I am not getting from where the parent field gets populated in request. Is this something OOB for Case to request creation via Catalog Item?

Business Rule Script from where message is coming :

find_real_file.png

 

Also, CSMBusinessRuleUtils is OOB and validating it. So for Agent Workspace it is validating as true but for CSM/FSM Configurable Workspace it is not getting validated and BR didn't run.

find_real_file.png

find_real_file.png

Agent Workspace output :

find_real_file.png

Getting below output for CSM/FSM Configurable Workspace when I commented 'CSMBusinessRuleUtils' validation in BR (if condition line 2).

CSM/FSM Configurable Workspace output :

find_real_file.png

 

So this is working for Agent Workspace but not for CSM/FSM Configurable Workspace.

Can you please guide me further now?

 

Thanks,

Shivam