Issue
When troubleshooting in Service Portal, there may be a time when the widget will have an embedded widget.
This will often be the case with sc_cat_item where there may need to be some calculation or script-driven variables.
Resolution
- Ensure you know which widgets you need to troubleshoot.
- To do this look at the URL: /sp?id=sc_cat_item&sys_id=3712b100db75e6006d377b6e0f9619f5
- In this case, you need the sys_id.
- Navigate to sc_cat_item.list and filter on the sys_id you just found
- Scroll down to the variables, there will be two things to search for: Macros and widgets
- Filter on type *macro
- If it's a macro but not from the base system, it's considered customization and cannot be supported.
- If there is no macro, then it's an actual widget.
- Personalize the list and add the widget column.
- Filter out the null values in the widget column.
- From here you can open the widget and work through the script logic
- Filter on type *macro