Legal Request Transfer Defect

Mathew Hillyard
Mega Sage

yesterday

Hi all,

I'm not sure whether ServiceNow is aware, but there appears to be defect with the "Transfer Request" functionality available within Legal Request Management. Attempting to transfer a request fails in certain circumstances with the error message

 

Opened by is not a vaild user. Error while trying to transfer the request.

 

Yes, there is a type on the message, it should read "valid", not "vaild"...

 

The root cause of this issue has nothing to do with the Opened by on the Legal Request being valid or invalid.  It is actually because filling out the transfer dialog box and selecting a Practice Area and Category does not consider the possibility that the Category has an inactive Record Producer.

 

The full audit trail for this is:

  • UI Action: Transfer Request uses
  • UI Page: transfer_request, whose Processing Script calls
  • Script Include Function: LegalTransferRequestAjax().createNewRequest(), which calls
  • Script Include Function: LegalTransferRequestBase().createReclassifiedRequest(), which calls
  • Script Include Function: sn_sc.CatItem().getInvalidDelegatedUsers, which checks whether the Opened by is allowed to submit a new legal request from the transferred Intake Form and Record Producer. If this passes, then:
  • Script Include Function: sn_sc.CatItem().submitProducer creates the transferred request.

The reason for the odd error message is that sn_sc.CatItem().getInvalidDelegatedUsers returns false for any user when the Record Producer linked to the Category is inactive.

 

This could easily be prevented in the UI Page by hiding Categories whose Record Producers are inactive. Unfortunately there is no Active field on the Category table, which in conjunction with the necessary filter applied in the UI Page, would be a much better option.

 

Please can someone from ServiceNow look into this defect and fix it. It is still present in the latest version of Legal Request Management (9.1.1).

 

Thanks

Mat

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2 REPLIES 2

SumanthDosapati
Mega Sage
Mega Sage

yesterday

@Mathew Hillyard 

 

If you want to check this with ServiceNow directly, then please create a support case.

 

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

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Mathew Hillyard
Mega Sage
In response to SumanthDosapati

yesterday

@SumanthDosapati 

This is for community visibility. A support case will be raised. ServiceNow do read community posts!

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