Determining if the client script is disabled - Support and Troubleshooting

Determining if the client script is disabled Issue  Problem The client script is disabled, affecting the ability to set a UI policy to a form.

Symptoms Cannot change field

UI policy not working

UI action not working

Client scripts not working

Fields not visible

Mandatory field not working

Cause Client scripts are manipulating the fields you are trying to set with a UI policy. For example, if a client script changes field A to a different value, and that causes a condition to no longer be true in a UI policy, then the UI policy no longer fires.

Resolution When UI policies are not working as expected, it is a good idea to check if there are client scripts (or catalog client scripts if appropriate) that are manipulating the fields.

For example, if you are trying to set the caller_id field to mandatory in an incident with a UI policy, you can check for client scripts that might be affecting this field following the steps below:

Go to client scripts (or catalog client scripts).

Filter the breadcrumbs as follows:

Table is incident and script contains caller_id

Review the scripts to see if they might be conflicting with your UI policy.

If no matches are found, revise the search to see if the script field contains a field that is being used in the condition of your UI policy. For example, if your UI policy for the caller_id field was checking the category field as part of the condition, then do a client scripts search where:

Table is incident and script contains category

If other fields are part of your UI policy condition, check those in the same manner.