VMware Aria ITSM Plug-in for ServiceNow not populating dropdowns after upgrade to 8.18.x

Products

• VMware Aria Suite

Issue/Introduction

• After upgrading ServiceNow instance to Xanadu, Aria Automation to 8.18.x, and Aria Automation ITSM Plug-in for ServiceNow to 8.18.x, dropdowns are no longer populating with the dynamic data.
• This happens when you open a Catalog Request that includes fields with dropdowns.  So simply trying to request a catalog item that contains multiple-choice dropdown fields is all that is required to repro this issue.
• Errors are seen in the ServiceNow logs:
  
  
  
• It has been observed that external API calls for drop down fields are returning a 403 Forbidden HTTP status code when the project parameter in the endpoint is empty.
• In the native UI, the onChange client script "u_version_single" is triggered after successfully populating the project field, which prevents the issue of receiving a 403 status code.
• In the Service Portal, this OnChange client script is triggered before the project field is populated. As a result, external API calls are made without the project ID, leading to the 403 Forbidden status.
• Although the "On Load to get versions and Project" client script logic ensures that the version field is populated after the project value is set ,but the Service Portal is behaving differently, with the sequence of field population reversed.
• This behavior appears to be a platform-specific issue with the Service Portal.
  • Note: Having multiple version cat item resolved the issue.

Environment

Aria Automation 8.17
Aria Automation 8.18.x

Cause

• This behavior is platform-specific issue with the Service Portal.
• In the Service Portal, this OnChange client script is triggered before the project field is populated. As a result, external API calls are made without the project ID, leading to the 403 Forbidden status

Resolution

The issue is resolved with Aria Automation ITSM plugin version 8.18.1

Workaround:

• Implement multi-version Custom Form in Aria Automation
• or update the catalog script in ITSM by explicitly setting the project:
  • Edit the Catalog Script "OnLoad to get Versions and Project"
  • Locate the line
    

    for (var i =0; i < values1.length; i++) {
        g_form.addOption('u_project', values1[i].id, values1[i].name);
    }

    just below of it set the following:

    g_form.setValue('u_project', values1[0].id);

    
    g_form.addOption does not set the value. It simply Adds a choice to the list field at the position specified. By design it is not there to set the value but only to add the choice list options.By design the g_form.addOption only adds choice list values. We would recommend that you use the setValue function instead of relying on the g_form.addOption to set a value when there isn't none or a default value specified.

    Please find the below documentation for your reference further:

    https://developer.servicenow.com/dev.do#!/reference/api/xanadu/client/c_GlideFormAPI#r_GF-AddOption_S_S_S   

    https://developer.servicenow.com/dev.do#!/reference/api/xanadu/client/c_GlideFormAPI#r_GlideFormSetValue_String_String