Record Producers in the Service Portal- Not Functioning Properly (Client Script Issue)

[Marques2]

To All Helsinki and Service Portal Users,

The Issue: Record Producer is not populating dependent variables in the Service Portal like it does in the Native UI

Assumptions: Related to the applied Client Script that isn't running in the Service Portal

Service Portal Results:

I have record producers available in the Service Catalog with dependent fields based on a client script that is currently applied. In the record producer, the "Category" is defaulted and passes to the incident ticket's Category field. The subcategory populates based on category that is defaulted, which also passes to the Subcategory field on the incident ticket. Here is how it looks in the record producer form:

Here's the behind the scene things:

Record Producer Script to pass the category and sub to the incident ticket:

Catalog Client Script applied to the record producer to filter the Subcategory based on the Category

If anyone has any idea why the client scripts applied to the record producer do not function as they should in the Service Portal, please let me know!

Also, if any further information is needed, I am more than willing to provide it

Thank you all,

-Marques

[Marques2]

Pradeep,

Adjusted the code a bit and it's now working in the Service Portal.

Thanks for your help!

-Marques

[Pradeep Sharma]

Thanks Marques for the update.

Can you please share modified code so that it will be helpful for others in future.

[Marques2]

No problem,

For some reason this line of code above was not making the subcategory dependent on the Default Value of the Category:

  if(newValue == oldValue){

  return

Removing this from the code allowed both the Native UI AND the Portal to populate the subcategory that was dependent on the category. Here's the code that will work for both UIs:

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

  //remove all items from subcat drop down to start

  // Used the g_form.clearOptions() function instead of g_form.removeOption() function

  g_form.clearOptions('subcat');

  //build a new list of dependent options

  var gp = new GlideRecord('sys_choice');

  gp.addQuery('dependent_value', newValue);

  gp.addQuery('element', 'subcategory');

  gp.query(function(gp) {

  while(gp.next())

  g_form.addOption('subcat', gp.value, gp.label);

  });

}

[sigmachiuta]

Having the same issue with the service portal.   I fixed a few other dependent fields but I am having trouble with the below.   I am trying to modify my code to work with the service portal except i am getting an error that I cant put a function inside a loop.

For example I call this function 3 times to populate 3 different fields but when i change

gr.query();

to

gr.query(function(gr){

I receive the error. 'dont make functions within an array' This code works in the

function Control(arrRecord, vTable, vField, fValue, blNone) {

               g_form.clearOptions(vField);
               var arrData = [];
               for ( var a = 0; a < arrRecord.length; a++){
                       var grA = new GlideRecord(vTable);
                       gr.addQuery('sys_id',arrRecord[a]);
                       gr.addQuery('u_active', 'true');
                       gr.query();
                       gr.next();

                       varSort = gr.getValue('u_sort');
                       varA = gr.getValue(fValue);

                       arrData.push([varSort, varA]);


               }

               arrData.sort(sortArrayFunction);

               if (blNone) {
                       g_form.addOption(vField, '-- None --', '-- None --');
               }

               for (var b = 0; b < arrData.length; b++){
                       g_form.addOption(vField, arrData[b][1], arrData[b][1]);
               }


}




function sortArrayFunction(a, b) {
       if (a[0] === b[0]) {
               return 0;
       }
       else {
               return (a[0] < b[0]) ? -1 : 1;
       }

[Marques2]

The "correct answer" here is no longer correct. Although the client script was functioning properly when users we're selecting their category and subcategory from the Service Portal, once it was submitted, the subcategory was being wiped out and it was being captured as "undefined" on the incident record.

This is only the case for non-ITIL users. The issue here is that non-licensed users cannot read the value of the subcategories- Instead they need to be able to read the name. Our Service Portal was specifically designed and is used by our non-licensed user community.

We put a new solution in place and things are working again as expected. However, the engineer(s) on my team needed to write a new client script.

andypollino do you mind sharing what we came up with and correcting me on anything I missed above?

Thanks,

-Marques