caller_id.email is autopopulate

[Madhusagar Pal1]

Hi All

In the incident form caller changes email is auto populating, this is happening due to one of out of box client script.

I tried to which script is causing this but unable to find it.

The instance is fresh PDI instance and the version in Washington.

Please let me know which oob script is auto populating the email field. this field is dot walked from the caller.

Please dont say because on onchange client script, I know it becuase on change script but I want to know the exact script name.

Thanks & Regards,

[Robbie · Accepted solution]

Hi @Madhusagar Pal1,

It's great that you're exploring some of the fundamentals around ServiceNow, scripts etc, however, please note that when you have a 'dot-walked' fields such as the Caller email field, its important to remember that these fields are pointers to existing data. (ServiceNow uses a relational database).

There is no script that changes or controls this, when you change the caller field itself, because the value changes, the pointer to the email value change then changes when you update the caller to a new user.

This is Out Of Box behavior.

To help others (and for me to gain recognition for my efforts), please mark this response correct by clicking on Accept as Solution and/or Kudos.



Thanks, Robbie

[Robbie · Accepted solution]

Hi @Madhusagar Pal1,

It's great that you're exploring some of the fundamentals around ServiceNow, scripts etc, however, please note that when you have a 'dot-walked' fields such as the Caller email field, its important to remember that these fields are pointers to existing data. (ServiceNow uses a relational database).

There is no script that changes or controls this, when you change the caller field itself, because the value changes, the pointer to the email value change then changes when you update the caller to a new user.

This is Out Of Box behavior.

To help others (and for me to gain recognition for my efforts), please mark this response correct by clicking on Accept as Solution and/or Kudos.



Thanks, Robbie

[Madhusagar Pal1]

Thanks every one for quick response and helping me.

[Shivalika · Accepted solution]

Hello @Madhusagar Pal1 

Kindly accept my answer as solution and mark helpful if it resolved your query so that this thread can be closed and move from unsolved to solved bucket. 

Regards, 

Shivalika 

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEI

SQCY