Incident form values are clearing out once form saved

[Phanideepthi]

Hi All,

We have worked on capturing the business domain and business function values from the CI selected on the incident form through the below link

https://www.servicenow.com/community/incident-management-forum/populate-the-domain-values-when-a-ci-...

The solution is working fine but now the values are getting cleared out once the form is saved. Help me to understand why they are clearing out.

Thanks in advance

[Brad Bowman]

If the values are getting cleared out once the form is saved, then this isn't the solution and it's not working fine.  Was this always the behaviour, previously unnoticed or did this just start?  It seems like you're going to want to return the value of those fields from the choice fields on the CI in the Script Include, not the display value - just like you were doing in the Business Rule.  In cases where the value and display value aren't the same, setting the display value will not resolve to a valid value when the record is saved.  And don't append empty quotes - that's unnecessary and not the best/recommended way to ensure a string value - use .toString() when dealing with sys_id, or better yet getValue to correct both mistakes

result.domain = gr.getValue('u_business_domain');
result.function1 = gr.getValue('u_business_function');

[Ankur Bawiskar]

@Phanideepthi 

you should ensure your onChange doesn't run on form load

function onChange(control, oldValue, newValue, isLoading) {
    if (isLoading) {
        return;
    }

    if (newValue == '') {
        g_form.clearValue('u_business_domain'); // Your field backend value
        g_form.clearValue('u_business_function'); //Your field backend value
        return;
    }

    var ga = new GlideAjax('GetBusinessDetails');
    ga.addParam('sysparm_name', 'getValues');
    ga.addParam('sysparm_ci', newValue); // new Value is your CI field value sysId

    ga.getXML(function(response) {

        var answer = response.responseXML.documentElement.getAttribute("answer");
        var obj = JSON.parse(answer);
        alert(obj.function1);
        alert(obj.domain); // if you alert obj it will pass object object you can do JSON.stringify(obj) or dot walk
        g_form.setValue('u_business_domain', obj.domain);
        g_form.setValue('u_business_function', obj.function1);
    });
}

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Anand2799]

Hi @Phanideepthi ,

It's clearing out on load, because you are clearing out value of fields without isLoading logic.

Add this to your client script in start : 

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
   if (isLoading) {
      return;
   }

   if(!newValue) {
    g_form.clearValue('description');
   }
}

Thanks

Anand