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

[Bhavya11]

Hi @Madhusagar Pal1 ,

Actually, this is the Out-of-the-box feature, no code for it.

Please check below if you configure  Caller.email  by 

1. Right-click the form header to open the form context menu, select configure -> Form layout, Select Caller[+] from the available bucket, and double-click on it, to expand caller fields.

2. select the email field from the available bucket under the caller field and add it to the selected bucket (it adds caller.email field to the available bucket) and save it.

it automatically populates the caller's email ID after selecting the caller name

Please mark my answer correct & helpful, if it helps you

Thank you

BK

[Shivalika]

Hello @Madhusagar Pal1 

There is no script for this - it's the dictionary level configuration for caller.email field. You can right click on the field and configure it and see this. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway,

,

Shivalika 

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

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

[Ankur Bawiskar]

@Madhusagar Pal1 

is that email field on form a dot walked field from caller?

If yes then this is not populated via any script.

It happens OOB and is platform behavior.

If that field is not dot walked and is a custom one then definitely some client script or UI policy is populating it, please debug it

If my response helped please mark it correct and close the thread so that it benefits future readers.

[SaaniyaC]

Hi @Madhusagar Pal1 

This is not caused due to any script, but it is simply coming via dot walking which means that if you change the caller details, it will automatically update the caller email as it is using the caller's reference from the sys_user table which is referenced in the Caller field.

You can also verify this in the form layout using the steps below :

1. Right-click the form header to open the form context menu, select configure -> Form layout

2. You will see the caller.email field in the selected bucket 

It appears as caller.email because of the dot walking.[+] nexts to the Caller field represents that you have options to dot walk for this field.

Please mark this answer correct & helpful, if it helps.

Regards,
Saaniya Chugh