Clicking "New" in the Link modal on the Documents related list of internal assessments incorrectly redirects users back to create another document after submitting the form. - Support and Troubleshooting

Clicking "New" in the Link modal on the Documents related list of internal assessments incorrectly redirects users back to create another document after submitting the form. Issue .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When a user clicks the "Link" button in the Documents related list on internal assessments, a modal is opened with another "Link", and a "New" button.

If the "New" button in the modal is clicked, and the form is filled and submitted, the user is redirected to create a new document again.

Release .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } TPRM v21.*+

Cause .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The root cause has been identified in the UI action "Link" (sys_ui_action: a5020b65ff407210f227fffffffffff1) on the ds_document table.

After the document form is submitted, the callback fires again on the post-submit page, detects the parameters are missing, and redirects the user to a new blank document form instead of returning to the document list. This creates a redirect loop where the user can never return to the list after creating a document.

Resolution .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Workaround 1. Navigate to the UI action record:

Table: sys_ui_action sys_id: a5020b65ff407210f227fffffffffff1 Name: Link Application: Third-party Risk Management

2. In the Script field, locate the 'openList' function and replace it with the following:

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function openList(url, tableName, recSysId) { var docModal = new GlideModal('ds_document_list'); docModal.setTitle(getMessage("Add document references")); docModal.setWidth(1400); docModal.setAutoFullHeight(true); docModal.on('beforeclose', function() { refreshDocuments(); });

var formVisitCount = 0;

ScriptLoader.getScripts('/scripts/incident/glide_modal_accessibility.js', function() { docModal.template = glideModalTemplate; docModal.renderIframe(url, function(event) { glideModalKeyDownHandler(event, docModal.getID()); var currentHref = this.window.location.href;

if (currentHref.indexOf("ds_document_list.do") !== -1) { formVisitCount = 0; return; }

formVisitCount++;

if (formVisitCount > 2) { formVisitCount = 0; this.window.location.href = url; return; }

if (currentHref.indexOf("sysparm_source=addReferences") === -1) { this.window.location.href = currentHref + "&sysparm_table_name=" + tableName + "&sysparm_target_record=" + recSysId + "&sysparm_source=addReferences"; } }); }); }

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The workaround introduces state tracking in the renderIframe callback to correctly handle iframe navigation across list and form pages.