question Incident Form - Populating field values based on Sub category field in Community Central forum

Incident Form - Populating field values based on Sub category field

MThomas1 — Fri, 03 Oct 2025 19:58:59 GMT

Hello,

We are exploring options to populate field values based on subcategory field on Incident form before submitting the ticket.

Templates will not work in our case.

Thank you.

Re: Incident Form - Populating field values based on Sub category field

aruncr0122 — Fri, 03 Oct 2025 20:06:19 GMT

Hi @MThomas1 ,

One way to do this without using templates is to drive it from a client script. You can use an onChange client script on the Subcategory field and then set values on the other fields you want.

For example:

function onChange(control, oldValue, newValue, isLoading) {
if (isLoading || newValue == '') {
return;
}

// Example logic: set Assignment Group / Category / etc. based on subcategory
if (newValue == 'network') {
g_form.setValue('assignment_group', '287ebd7da9fe198100f92cc8d1d2154e'); // Networking group sys_id
g_form.setValue('category', 'infrastructure');
}
else if (newValue == 'hardware') {
g_form.setValue('assignment_group', '6816f79cc0a8016401c5a33be04be441'); // Hardware group sys_id
g_form.setValue('category', 'hardware');
}
}

That way you can pre-populate or adjust fields in real time as soon as the subcategory changes.

Re: Incident Form - Populating field values based on Sub category field

MThomas1 — Fri, 03 Oct 2025 20:36:59 GMT

Hello aruncr0122,

Thank you for your response.

we tried client script as below but it is not working. Any idea what we are missing ?

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

if (isLoading || newValue == '') {

return;

}

if (newValue == 'Testing') {

g_form.setValue('assignment_group', '87986d24db15a7c0de5b6572ca961939');

g_form.setvalue('description','This is a test');

}

else if (newValue == 'Virus incident') {

g_form.setValue('assignment_group', '75972d24db15a7c0de5b6572ca9619f1');

g_form.setValue('description', 'Hello World');

}

Re: Incident Form - Populating field values based on Sub category field

aruncr0122 — Fri, 03 Oct 2025 20:54:41 GMT

Hi @MThomas1 ,

I see the issue in your script. There are a couple of small mistakes that are causing it not to work:

1.Case sensitivity in g_form.setValue:

JavaScript is case-sensitive. In your first if block you wrote:

g_form.setvalue('description','This is a test');

It should be setValue with a capital V:

g_form.setValue('description','This is a test');

2.Other things to check:

Make sure your onChange client script is actually attached to the correct field (the one you’re monitoring).

Ensure the field values you are checking ('Testing' and 'Virus incident') exactly match the choice values (case-sensitive and no extra spaces).

Here’s the corrected script:

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
if (isLoading || newValue == '') {
console.log('Form is loading or value is empty, exiting script.');
return;
}

console.log('New value detected: ' + newValue); // Logs new value

if (newValue == 'Testing') {
g_form.setValue('assignment_group', '87986d24db15a7c0de5b6572ca961939');
g_form.setValue('description','This is a test');
g_form.addInfoMessage('Assignment group and description set for Testing.');
console.log('Set values for Testing.');
}
else if (newValue == 'Virus incident') {
g_form.setValue('assignment_group', '75972d24db15a7c0de5b6572ca9619f1');
g_form.setValue('description', 'Hello World');
g_form.addInfoMessage('Assignment group and description set for Virus incident.');
console.log('Set values for Virus incident.');
}
else {
g_form.addInfoMessage('No matching value found.');
console.log('No matching value for: ' + newValue);
}
}

I have added some logs in the script.. which will help you debug the issue.

Thanks

Re: Incident Form - Populating field values based on Sub category field

kaushal_snow — Sat, 04 Oct 2025 04:04:56 GMT

@MThomas1 ,

You can achieve this using a combination of client scripts and reference qualifiers..... For instance, you can create an onChange client script that listens for changes to the Subcategory field and, based on its value, dynamically sets other fields like Assignment Group, Category, or Short Description. This approach allows you to implement conditional logic tailored to your specific requirements. Additionally, to ensure that the Subcategory field is populated appropriately, you can configure a reference qualifier on the Subcategory field that filters available options based on the selected Category, ensuring that only relevant subcategories are presented to the user.......

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

Re: Incident Form - Populating field values based on Sub category field

MThomas1 — Mon, 06 Oct 2025 14:14:51 GMT

@aruncr0122 , Thank you for your inputs and sharing the client script.

I will try the client script and update the status.

Thank you.

Re: Incident Form - Populating field values based on Sub category field

MThomas1 — Mon, 06 Oct 2025 14:16:27 GMT

Thank you for your input.

Yes, Subcategory field value is dependent on Category field.

I will try client script and update the status soon.

Thank you.

Re: Incident Form - Populating field values based on Sub category field

MThomas1 — Mon, 06 Oct 2025 15:02:18 GMT

It is working now.

Field values was causing the issue. I selected the the field label vs value.

Thank you very much for your support.

Re: Incident Form - Populating field values based on Sub category field

aruncr0122 — Mon, 06 Oct 2025 18:54:11 GMT

Glad to hear it’s working now! 😊
Thanks for the update and for confirming the solution. Happy to help!