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

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

Shivam Saxena1 — Thu, 14 Jul 2022 06:17:08 GMT

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 :

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

Agent Workspace :

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

Thanks.

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

Harish KM — Thu, 14 Jul 2022 06:26:44 GMT

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

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

Shivam Saxena1 — Thu, 14 Jul 2022 06:34:27 GMT

Hi Harish,

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

Thanks.

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

Ankur Bawiskar — Thu, 14 Jul 2022 06:59:40 GMT

Hi,

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

Regards
Ankur

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

Shivam Saxena1 — Mon, 18 Jul 2022 10:20:22 GMT

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 :

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.

Agent Workspace output :

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

CSM/FSM Configurable Workspace output :

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

Can you please guide me further now?

Thanks,

Shivam

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

Sam Buschette — Wed, 08 Nov 2023 21:46:19 GMT

Shivam - did you resolve this issue? I am running into a similar situation within the CSM Configurable Workspace.