Autopopulate a field on the incident form from the user table

[DEESN]

I've watched countless YouTube videos, read numerous Community articles and still I cant seem to populate a field from the User table on the incident form based on the caller_id. I created a dictionary entry called T-ID and made it a reference and then created various scripts including Client scripts and script includes and cant seem to get it to work. I even tried to use the user's email in case we accidentally set up the dictionary entry wrong and I cant get that to populate either (this was previously configured for us). 

Trying to understand if I missed a step in the process. Any help would be appreciated! Here is a very rudimentary outline of what I did:

Step 1. Created a dictionary entry for T-ID (reference to the sys_user table)

Step 2: Added the field to the incident form 

Step 3: Created a client script (tried so many versions at this point that writing them out seems unreasonable) to pull caller_id (field name for us is contact) and return the T-ID (u_t_id)

Step 4: Create a Script Includes 

[SanjivMeher]

Do you want to show that field in incident form?

If so, you can just do it via form layout, by expanding the caller_id field and search the field T-ID and then add it to the incident form.

If you want to use it to derive something, you need to create a client script and you can do a getReference call.

var gr = g_form.getReference('caller_id');
var caller = g_form.getReference('caller_id', doAlert); // doAlert is our callback function
function doAlert(caller) { //reference is passed into callback as first arguments
alert('Caller Email is: ' + caller.u_t_id);
}

Another option is making a GlideAjax call from client script to a Client callable script include.

[DEESN]

I have the Field on the incident form already  We would like the T-ID to autopopulate onchange when contact is selected. Right now when I click the search function next to the T-ID field only Name, First name, Last name and email columns populate and this is where I cant tell if it's the code I wrote or if the dictionary entry is configured incorrectly or both. In a perfect world I wouldnt even have to click the search button and the T-ID would just populate. 

This is the latest code I've attempted:

Client Script

Script Include

Our normal developer is out on extended leave so I am managing my best with limited javascript/servicenow knowledge and just trying to learn as much as quickly as possible (without breaking anything!) so any supporting explanations/ supplemental documentation would be beneficial to my learning and understanding!

[Tai Vu]

Hi @DEESN 

It's because the line 7 in your script include => ga.log. Remove this line should do the trick.

Plus the point from @Danish Bhairag2 , the script include name is incorrect in your client script. 😁

You can try my adjustment below for your requirement.

#Client Scrip

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isLoading) {
        return;
    }

	if (newValue === ''){
		g_form.clearValue('u_t_id');
		g_form.clearValue('u_user_s_email');
	}

    var ga = new GlideAjax('AutoPopulate_CallerInfo');
    ga.addParam('sysparm_name', 'getCallerInfo');
    ga.addParam('sysparm_caller_id', newValue);
	ga.getXMLAnswer(function(answer){
		var user = JSON.parse(answer);
		g_form.setValue('u_t_id', user.t_id);
		g_form.setValue('u_user_s_email', user.email);
	});
	
}

#Script Include

var AutoPopulate_CallerInfo = Class.create();
AutoPopulate_CallerInfo.prototype = Object.extendsObject(AbstractAjaxProcessor, {

    getCallerInfo: function() {
        var callerSysId = this.getParameter('sysparm_caller_id');
		var result = {};
        var grUser = new GlideRecord('sys_user');
		if(grUser.get(callerSysId)){
			result.t_id = grUser.getValue('u_t_id');
			result.email = grUser.getValue('email');
		}
		return JSON.stringify(result);
    },

    type: 'AutoPopulate_CallerInfo'
});

Cheers,

Tai Vu

[DEESN]

@Tai Vu Unfortunately, even with the changes and trying the suggested code. I was unable to autopopulate the fields. I dont know if this signifies an issue with the dictionary entries?