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

Marques2 · ‎08-03-2016

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

Pradeep Sharma · ‎08-03-2016

Hi Marques,

The issue here is that your GlideRecord query is still synchronous and needs a call back function. When you mark it as "mobile" or "both" you have to update all your script to use the mobile version of the API.

Here is the modified script.

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

   if(newValue == oldValue){

   return;

   }

   //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);

   });


}

Please let me know if you have any questions.

View solution in original post

aliqaiser · ‎03-09-2017

Hi ,

You have use a proper glideajax call for this case . I had this problem earlier last year but used the proper glideajax call with script include . I will try to find the code and will post here accordingly .

swathigangadhar · ‎06-06-2017

Hi marques,

Can please post the correct answer?