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Description

When creating a record (for example, an incident) via a record producer in Service Portal, the variables are added to the variable editor in a different order than when they were created via the regular Service Catalog. The record created by Service Portal puts the variables in order without respecting the variable sets. The records created outside of Service Portal respect the order of the variable sets.

The error below is observed in the JavaScript console:

TypeError: Cannot read property 'forEach' of undefined 
at eval (widget-sc-cat-item.js:142) 
at Array.forEach (<anonymous>) 
at getFlatView (widget-sc-cat-item.js:134) 
at getPayload (widget-sc-cat-item.js:128) 
at postCatalogFormRequest (widget-sc-cat-item.js:118) 
at getOne (widget-sc-cat-item.js:91) 
at Function.eval (widget-sc-cat-item.js:69) 
at js_includes_sp.jsx?v=10-10-2017_1630&lp=Mon_Apr_10_06_06_49_PDT_2017&c=2_42:62762 
at Array.forEach (<anonymous>) 
at _runSubmitScripts (js_includes_sp.jsx?v=10-10-2017_1630&lp=Mon_Apr_10_06_06_49_PDT_2017&c=2_42:62761)

Steps to Reproduce

 

  1. Create a record producer, for example, an incident, with the following variables:

    • String variable: order 100
    • Multiple choice variable: order 200
    • Variable set: order 500
    • Checkbox variable: no order
  2. Create a record through Service Portal and through the regular Service Catalog.

    • SP incident: Checkbox, String, Multiple Choice
    • Non-SP incident: String, Multiple Choice, Checkbox
  3. Modify the Checkbox variable to give it an order of 400.

  4. Create a record through the Service Portal and through the regular catalog.

    • Both incidents: String, Multiple Choice, Checkbox

Workaround

This issue is fixed in all currently supported versions. In case of the same error on an instance already upgraded to Jakarta, review and revert changes made to the widget code by a possible previous workaround.


Related Problem: PRB701701

Seen In

Helsinki Patch 2
Helsinki Patch 3
Helsinki Patch 5

Fixed In

Helsinki Patch 10
Istanbul Patch 6

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2018-11-20 05:39:32
Published:2018-09-10