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Description

Contact (Caller_ID) on the incident form disappears for ITIL user when the Caller is set to inactive.

Steps to Reproduce

1. In OOB Madrid instance, create the following UI Policy.
Short description: "Testsnc"
Table: "incident"
Onload: "true"

2. To the above UI Policy, create a UI Policy action as follows:
Field name: "caller_id.active"
Mandatory, Visibile, Read only --> you can either set them to anything, or leave it as "Leave alone" (doesn't matter)

3. Make "Abel Tuter" caller for some open incidents:
/incident_list.do?sysparm_query=active%3Dtrue

4. Make sure "Abel Tuter" doesn't have any roles, and de-activate him.
/nav_to.do?uri=sys_user.do?sys_id=62826bf03710200044e0bfc8bcbe5df1
Active: false
Locked out: true

5. Impersonate "ITIL user", and access the incident's list to which "Abel Tuter" is the caller.
/incident_list.do?sysparm_query=caller_id%3D62826bf03710200044e0bfc8bcbe5df1

6. From incident list view, "caller_id" displays value for "Abel Tuter"
/incident_list.do?sysparm_query=active%3Dtrue%5Ecaller_id%3D62826bf03710200044e0bfc8bcbe5df1

7. Open any record, and see that "Caller (caller_id)" field is empty and mandatory.

Expected Behavior:
"Caller (caller_id)" field should display its value.

Actual Behavior:
"Caller (caller_id)" field is empty and mandatory.

Workaround

Workaround: Any 'one' of the following should work, based on customer's requirement:

1. Adding "&& (!gs.hasRole("itil"))" to the condition of 'User query' business rule will be a workaround, so it doesn't execute for ITIL users.
/nav_to.do?uri=sys_script.do?sys_id=62a7bfaf0a0a0a6500c49682bd82376a

OR.

2. Finding and de-activating the UI Policy/Client script acting on the dot walked fields from the reference field that's affected. In this case UI policy that we created that acts on "caller_id.active" field.


Related Problem: PRB1341948

Seen In

There is no data to report.

Fixed In

Madrid Patch 4
New York

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-07-18 11:51:32
Published:2019-05-23