All,
I had a previous thread that was somewhat relative to my current issue:
In the Service Portal I had difficulty setting up Incident subcategories to be dependent on the chosen/default category. However, that is functioning as expected now. When a user selects a category like Workstation/Laptop, specific subcategories will appear like monitor, docking station, etc.
Here's the current issue: When an "end user" (user with no roles) selects a subcategory, completes the rest of the form, and submits the incident, the subcategory they chose shows up as "Undefined" in the default view of the incident ticket. Apparently it hasn't been working right for months now, but after a recent patch it shows as "Undefined" instead of being blank. Submitting as an ITIL user works just fine through the Service Portal. The subcategory reflects in the default view of the incident ticket as expected.
Important things to note:
Catalog Client Script: We're using a catalog client script to filter the subcategory options based on what category is pre-defined or selected by the user. Here's how that looks:
Script on Record Producer: We're using this script to grab the record producer category and subcategory and pass it into the incident category and subcategory
Within the service portal, here's how the catalog client script functions- The category is defaulted and the proper subcategories appear based on what is set:
Once the incident form is complete, this is what it appears like on the default view of the incident:
The biggest part that's confusing me is that when an ITIL user submits the incident through the Service Portal, the Category and Subcategory populate the INC ticket fields as expected. Do "non-ITIL" (no role) users not have the ability to write to the Subcategory?
Any leads will help! Thank you all for your time in advance.
-Marques
Here is an example ACL for the subcatetory field
