Clarification on Using Dot-Walking vs. GlideAjax for Displaying Email Field in Form Layout

[azarshaikh9]

If the email field can be displayed using dot-walking in the Form Layout, why is it recommended to use GlideAjax instead? I've been informed that dot-walking isn't possible in client scripts. However, the email field is visible on the form, even when impersonating an ITIL user. Can anyone explain how this is functioning?

[Vishal Jaswal]

Hello @azarshaikh9 

You're right when you found out that using reference fields dot walking, you can add them in your incident form via dot walk without creation of fields. This will help you to auto-populate such fields like Caller.Email and Caller.Manager when you select a caller while creating Incident 

When you look at the Incident List view, these fields are not present rather you have to end up creating them if want them in your report. So, when you create such custom fields like "Caller Manager" and you have to populate values in such custom fields based upon any other field "Caller" onChange then you end up creating Glide Ajax enabled Script include and calling it from your onChange Client Script.

Hope that helps!

[AzarS]

Thank You, I totally agree with you, But do you know how this functions on the backend? Specifically, how the caller.email field automatically populates when the caller field changes. I tried searching for the relevant Client Scripts and UI Policies but couldn't find anything related to this behavior. There must be something controlling it, but I'm unsure what it is or how it operates.

[Vishal Jaswal]

Hello @AzarS 

Most probably we will not be able to find this behaviour as there will be so many out-of-the-box records to look after.

If you want to achieve a similar functionality then I will encourage you to develop and feel free to discuss here for any support.

Hope it helps!

[AzarS · Accepted solution]

sure, i tried to figure that and look what i found, its using internal ServiceNow AJAX request which is in sys_processor_list module named as GetReferenceRecord which is secured by the servicenow so its hidden i cant see a thing..and also i dont have any knowledge about it... Thanks for the response and help guys