Adding a phone number variable in the record producer self service Get help

[Simret Putman1]

I have a record producer in service portal called Get help, when that record submitted it will create incident. And that record producer has a phone number variable asking the person to put their good phone number but when the record is submitted that phone number doesn't transfer to the incident form. 

We already added the mobile phone filed in the incident form by dot walking from the caller filed. 

How do I get the mobile number filed to be populated by the phone number filed from the self service record producer?

[Arun_S1]

@Simret Putman1 If the variable already exist in the record producer and displayed in the portal during submission. It is possible that the variable is not mapped to the right field.

1. Navigate to the record producer and the variable for phone number.

2. Set "Map to Field" check box to true. 

3. Populate the field "Field", with the phone number field in the incident table and the update the variable record.

Once this is done the value will be automatically updated in the respective field.

Please mark the appropriate response as correct answer and helpful.

Thanks!!

[Simret Putman1]

No that didn't work smh

[Arun_S1]

@Simret Putman1 Possibly the script in the record producer is manipulating the phone number field and setting this to null, so please check the record producer script.

If there are no entries for this field in the record producer, it could be possible that an Before Inset Business Rule is modifying this field value.

Please mark the appropriate response as correct answer and helpful.

Thanks!!