Dependent fields do not work as expected in Agent Workspace when using a Client Script that includes g_form.clearOptions - Known Error

Dependent fields do not work as expected in Agent Workspace when using a Client Script that includes g_form.clearOptions Description A Client Script for the Incident table can be used to set initial values onLoad in UI16 and Agent Workspace for dependent fields, but does not load new values upon changing the parent field in Agent Workspace.

Expected Behaviour: 1. The Script sets an initial set of values onLoad for Subcategory. 2. If a user then chooses a Category, the Subcategory values should update to show the relevant dependent values.

Actual Behaviour: Step 1 works in both UI16 and Agent Workspace. However, Step 2 does *not* work in Agent Workspace; instead in Agent Workspace the values defined in the Script are the only ones shown even after changing Category.

Steps to Reproduce

1. Add the following Client Script for testing to an OOB instance:

function onLoad() { g_form.clearOptions('subcategory'); g_form.addOption('subcategory', '', ' -- None -- ', 0); g_form.addOption('subcategory', 'antivirus', 'Antivirus', 1); g_form.addOption('subcategory', 'cpu', 'CPU', 2); g_form.addOption('subcategory', 'email', 'Email', 3); }

UIType: All Type: onLoad Table: Incident

2. Open or create a new Incident in UI16, and observe that the initial Subcategory choices are limited to those in the Script, as expected. 3. Choose a Category, and observe that the Subcategory choices change to dependent values, as expected. 4. Now open or create a new Incident in Agent Workspace. Again, the initial Subcategory choices are limited to those in the Script, as expected. 5. Choose a Category, and observe that the Subcategory choices are still limited to those in the Script. This is *not* expected.

Reproducible in out of box Orlando and Paris instances.

Workaround This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the FixedIn or Intended Fix Version fields to determine whether any versions have a planned or permanent fix.