Building a URL to open a new call form and populate the caller

[User163016]

I'm trying to build a url that will open a new call record and populate the caller field.  When I try using the URL below, it opens a page and has "Record not found" message:

https://[Instance].service-now.com/nav_to.do?uri=new_call.do?sys_id=-1?sysparm_query=caller=[User ID]. 

I've tried using different search variables like sys_id and name but get the same results.  Any suggestions will  be appreciated.

[Allen Andreas]

Hi,

You'd want to follow the guidelines in this: https://docs.servicenow.com/bundle/helsinki-platform-user-interface/page/use/navigation/reference/r_...

For the URL you placed above, is the new_call a table you made?

To fill in caller it would be something like: https://<instance name>.service-now.com/nav_to.do?uri=incident.do?sys_id=-1%26sysparm_query=priority=1^incident_state=3^caller_id=javascript:gs.getUserID()

[User163016]

Thanks Allen.

The new call table is out of the box.

Let me try to explain better what it is I'm trying to accomplish.  I have a requirement to create a screen pop with our new phone system. When a user calls in and identifies themselves with the last 5 digits of an employee number. That employee number is then used to create a New Call record. I've formulated the URL and it opens a new call but won't populate the Caller field. Here is the URL that I'm using: https://xxxx.service-now.com/nav_to.do?uri=%2Fnew_call.do%3Fsys_id%3D-1%26sysparm_query%3Dcaller.u_peoplesoft_id%3Dxxxxxxxxxx

I don't know if it's possible to use the dot walk in the sysparm_query.

[Bruno De Graeve]

Sending the sys_id of the caller will help to fill in the caller field but that requires you know the sys_id.

Example: https://[your_instance].service-now.com/nav_to.do?uri=new_call.do?sys_id=-1%26sysparm_query=contact_type=phone^short_description=This%20is%20the%20description^caller%3D5137153cc611227c000bbd1bd8cd2005

Probably you'll need a dedicated CTI function (see https://community.servicenow.com/community?id=community_question&sys_id=ef8293a1db101fc01dcaf3231f96197f) where you do a GlideRecord call based on your peoplesoft_id and lookup the caller's sys_id and construct a URL to the new_call module.

my 2 cents. Bruno