We are upgrading from ISTANBUL to KINGSTON, and have come across an issue with Change approvals.
Opening a Change Record that is pending approval : the next step in our workflow is for an approver to approve the change
This can be done by either
- clicking on the UI Action “Approve or Reject “ or
- opening the Approval task in the Approvers tab of the change
- choosing from My approvals
When you do this in Istanbul, either in UI15 or UI16 you get the default Approval Form, whcih contain a text box for entering comments
In KINGSTON when in UI15 the result is the same ...
... but when in UI16 the following form is rendered
Which is missing the comments box– and as comments are mandatory for REJECTthis is an issue.
Notes
- Even in UI16 opening the form in FORM DEISGNER (see below) shows the comment field as included in the form, however it is not rendered
- Tested in both Chrome v65 and IE11 and same issue exists.
- Issue is NOT restricted to Change – also occurs in Approval task for Knowledge
Does anyone have any idea where to start looking at this issue?
Update :
I have run up a new DEV instance of Kingston - and this UI16 approval form issue does not exist
To help debug I accessed the same record using the same direct URI in the WORKING (dev26782) and BROKEN(dev37128) instances :
https://<INSTANCE>.service-now.com/nav_to.do?uri=/sysapproval_approver.do%3Fsys_id%3Dd77f1c43c0a8016700fb35cc71a9b5cb
WORKING :
BROKEN :
Looking at the HTML of the two systems they are identical until they get to the part where this text box is presented :
In the WORKING VERSION the code uses a class "sn-form-stream-init" and then uses angular to generate the text box form
In the BROKEN VERSION the code does not use the same class, and does seem to pull the same inline scripts or use much angular
IN SUMMARY
I assume that this form was upgraded to the new format, and that as we had customised ( added the "reject" UI Action ) this form wasn't updated. However I have gone through the skipped items in the upgrade history and cannot find any reference to this.
So ... has anyone else had this issue after upgrading : and how did you fix it?
Is it going to be easier to generate a new form in Kingston and use that?
Further Update
I found this UI Policy - it's old but it seems to describe what is happening:
"Check for presence of new document_id field. If it is not on form, display the legacy sysapproval form."
The only issue is that the UI Policy is the same on both systems, and the conditions it's testing are also the same
The fields in focus are g_form.hasfield('document_id') and g_form.hasfield('sysapproval') and document_id is the field "Approving" and sysapproval is the field "Approval for"
So .. if this is the cause of the issue could be that the Approving field is not on the form (it is not visible in either WORKING or BROKEN, but is included in the form design of both)
UPDATE TO SOLUTION
This solution creates a new issue : the Comment Field has a "POST" button that can interfere with the UI Actions normally used on the form.
To disable this seems very difficult (there is no sys_property available), so I have hidden it using a client script :
function onLoad {
// the "sn-controls" class is used to contain the section of the form where the POST button is shown.
// On this form, for this table, no other element uses this class so hiding in this manner has no unintended effects.
$j(".sn-controls").hide();
}
