Universal Request - Transfer to Globally Scoped App from Locally Scoped - UI Page Hangs, No Error

[Hayden Reid]

Hello,

When trying to directly transfer a primary ticket to another department using the Transfer UI Action from Universal Requests the transfer window hangs. I've verified that I can successfully transfer TO my scoped app, but not the other way around (the target app being in the global scope, specifically the incident table).

My scripted extension point is set to be accessible from all application scopes and the incident table should also provide the necessary access too. Any suggestions on where I should begin looking to problem solve this issue? Restricted Access Caller privileges?
 

.

 
Scripted extension point:

var ITSKCwCreateDepartmentTicket = Class.create();

ITSKCwCreateDepartmentTicket.prototype = {

    initialize: function() {},

    /*

     * Performs the department ticket creation

     *

     * @Param {GlideRecord} urGr - the record of universal request

     * @Param {string} serviceSetId - The sys_id of the the corresponding universal_request_service_set record

     * @Param {string} serviceId - The sys_id of the the corresponding universal_request_service_conf record

     *

     * @returns newRecord {sys_id} for the newly created record.

     */

createTicket: function(urGr, serviceSetId, serviceId) {

        var incGr = new GlideRecord("incident");

        incGr.initialize();

        incGr.setValue("universal_request", urGr.getUniqueValue());

        itsIncident.short_description = urGr.short_description;

        itsIncident.description = urGr.description;

        itsIncident.caller_id = urGr.opened_by;

        itsIncident.caller_id = urGr.opened_by;

        itsIncident.category = "incident";

        itsIncident.u_category = "Software";

        itsIncident.contact_type = "Proactive";

        itsIncident.assignment_group = "c430c7bc6f77a140b4a72881be3ee492"; //Productivity Support

        incGr.insert();

        return incGr.getUniqueValue();

    },

    /*

     * Returns the sys_id of configuration record used for department name configurations

     *  

     * @returns {string} The sys_id of the the corresponding universal_request_service_set or  universal_request_service_conf record

     */

    getImplementerID: function() {

        return ['8ae3dcde1b1f4a508b5c0e12604bcb33', 'ec06fc681b2f4a908b5c0e12604bcb42']; // ITS Service Set, ITS Audit Support service config

    },

    type: 'ITSKCwCreateDepartmentTicket'

};

[Hayden Reid · Accepted solution]

Simply overlooked my glide record query object did not share the same variable name. Updating that solved the issue!

 var incGr = new GlideRecord("incident");

        incGr.initialize();

        incGr.setValue("universal_request", urGr.getUniqueValue());

        incGr.short_description = urGr.short_description;

        incGr.description = urGr.description;

        incGr.caller_id = urGr.opened_by;