Field is Blank in Backend view but not in Service Portal or Workspace
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10-13-2022 08:23 AM
Hi all,
Our organization recently implemented the Legal Service Delivery product. I'm fairly new to being an Admin for ServiceNow and am working through how our 3rd party implementation team configured our instance to make minor tweaks to certain forms. Somehow I tweaked a Catalog Policy or Client Script that resulted in a required field showing blank when I open the record in the backend. If I open the same record in Counsel Center (the workspace used for our "agents"... i.e. fulfillers) or in the Service Portal as the submitter, the field contains a value. All of our client scripts that clear variable values are onChange, but I would think just opening the record from the backend view doesn't change a variable. I've checked all the Catalog Policies for "Clear Value" if false and removed all of the ones that pertain to these fields.
Any ideas on how to fix this issue? My initial thought is that it has something to do with a client script and applying it to the Target record, but that's just a guess. I've searched the forums but feel that I must be using the wrong terminology (backend view or platform?) as I can't seem to find anything close to a possible answer. Most questions/replies referring to target records are in terms of ITSM (change requests, generated task records), which don't apply to us but may still be the right concept to follow, I'm just struggling to find a question similar to mine.
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10-13-2022 11:59 PM
Have you checked the catalog client script for the record producer, and cross reference it with the one at the back end to check if they are the same or different?
Please mark my answer as Helpful if it helped you fix the issue.
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10-14-2022 06:43 AM
Thank you for the reply Misgana. I'm still fairly new to being an Admin. Can you clarify where I go to see any backend scripts so I can cross-reference? I'm only familiar with viewing the ones on the record producer. Thank you!
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10-14-2022 06:55 AM
Ah, never mind. I found them. I'll take a look and see what I find.
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10-14-2022 06:59 AM - edited 10-14-2022 06:59 AM
No worries @Amy V2 in order to access client scripts
1. Go to the client scripts module
2. On the client scripts list/table filter the table the client script is created for E.g if the client script is for the incident table right click on the table name and choose "Show matching".
N.B. you can also filter the table by going to the filter option by clicking the funnel icon on the top bar right below the logo.
3. Next filter the onChange client scripts just like in the second step
4. Now check by the script name
Please mark it as Helpful if this fixes the issues or helps you get to the solution.
