How to fix it

  1. Navigate to System Definition > Client Scripts and open your script record.
  2. Verify the Table field matches exactly where you're testing (e.g., 'incident', 'change_request').
  3. Check the Type field matches when you expect the script to run:
  • onLoad - runs when form first loads
  • onChange - runs when specific field value changes
  • onSubmit - runs when form is submitted
  1. For onChange scripts, verify the Field name field contains the exact column name (not display label) that should trigger the script.
  2. To find the correct column name, right-click the field on the form and select Show - Choice List or check the table's dictionary.
  3. Check for JavaScript errors by opening browser Developer Tools (F12), going to the Console tab, then reload the form or trigger the field change.
  4. If you see red JavaScript errors, fix the syntax issues in your script code and save.
  5. In your Client Script record, scroll to the UI Type field and verify it matches your testing environment:
  • Desktop - for Platform UI forms
  • Mobile / Service Portal - for Service Portal forms
  • All - for both interfaces
  1. Verify the Active checkbox is checked and save the Client Script record.
  2. Clear your browser cache and refresh the form to test the script again.
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Add a simple alert('Script running') or console.log('Script executed') as the first line of your script to quickly verify it's triggering.