Template applied with conflict - unable to update field (Workspace)

[IrinaM]

Hi all,

I'm having an issue where users are unable to update a field when applying a template.

Here's the error message:

I've checked that users have the correct ACLs (including save_as_template ACLs), and can otherwise update the field. There are no client scripts or business rules blocking this. I've also checked related articles and KBs and there are no dependant field conflicts.

Importantly, the template still works fine in classic view, and the issue is only in workspace.

This started after we upgraded to Zurich from Xanadu - I'm thinking it has to do with updated workspace client scripts, but I'm struggling to find which are used on incident records and could be causing this.

Has anyone encountered this, or have any ideas on what is blocking this behaviour in workspace?

[SVimes]

I've run into issues with applying templates using fields that have dependencies such that field 1 has to be set before field 2 can be set correctly. In order to make that happen, I had to set up the template so the fields were listed in that order so, sequentially, they run from top to bottom. Is this possibly your issue as well?

[IrinaM]

Hi Sable, thanks for your input, this gave me a new path to investigate.

The field does have a dependency (checks that assigned to is a member of assignment group), which is why I can't change the 'assigned to' field to empty as part of the template. However, it works fine in classic view and isn't a mandatory field, so users should be able to set it to empty.

I've tested out changing the order, still not working, so I'll continue to look into it.

[SVimes]

What you are describing sounds like an onChange UI Script instead of a dependency. Can you share more precisely how the field is configured (sys_dictionary details for the field) ?