A UI Policy which has 'javascript:gs.getProperty("propertyName")' in the condition is not working on Agent workspace.

Steps to Reproduce

1- Create a system property with the below data:
Name: test.caller.sys_id
Type: String
Value: <sys_id of "ITIL User">

2- Create a UI policy on incident table with the below data:
Condition: Caller is javascript:gs.getProperty("test.caller.sys_id")
OnLoad : checked
Reverse if false : checked
global : checked
Run scripts : unchecked

3- Create the below UI Policy Action on this newly created UI Policy, this is to make "Assigned to" field as visible and mandatory on the incident form when caller is "ITIL User":
field name: assigned_to
Mandatory: true
visible: true
readonly : read alone.

4- Access Agent workspace and Open a new incident record and select caller as "ITIL User". Notice "Assigned to" is not visible.

5- Open a new incident in native UI and select caller as "ITIL User". "Assigned to" is shown as expected.

6- On agent workspace open any existing incident which has caller "ITIL User". "Assigned to" is shown as expected.

7- Open a new incident and set the caller as "ITIL User". "Assigned to" is not visible.


This problem is under review and targeted to be fixed in a future release. To receive notifications when more information becomes available, subscribe to this Known Error article by clicking the Subscribe button at the top right of this form.

Related Problem: PRB1410185

Seen In

SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Security Incident Response UI Patch - London 2019 Q2 v.6.2.3
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3

Intended Fix Version


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Article Information

Last Updated:2020-08-17 18:37:35