Contact Number is not populating on Record Producer in Service Portal

[SNOW46]

Hello Team,

I have configured a variable named Contact Number for a record producer in Service Portal for creating a new Incident.

But unfortunately the Contact Number is not getting auto-populated when the form loads. And also when I change the Caller Name I need to remove the number which is populated and populate the Caller's Number in that field.

Can anyone let me know how to configure the same?

Thanks in Advance...

[shloke04 · Accepted solution]

@SNOW

Was not able to login to community yesterday all day. Please find the solution below on how you can achieve your last bit of requirement as well:

Just write a catalog UI Policy on your Record Producer and clear out the value of your Contact Number field. Steps shown below:

No Script required:

Save the Form and scroll down to Catalog UI Actions and click on new and select the Contact Number field and then make sure to check the Clear value field as shown below:

This is working for me. 

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[SNOW46]

Hello Shloke,

Thanks a lot for your support. I really appreciate your help on resolving my query.

Thanks

[SNOW46]

Hello Shloke,

I have other queries as well if you address those issues as well for me related to the same record producer.

I have a Location field on record producer which is a reference type variable and I have given conditions as Company name is "XYZ" and in the default value I set it as javascript: gs.getUser().getLocation(); but still on load of the form in Service Portal the Location is getting populated for the logged in user and when I change the Caller1 to Caller2 the Location value is not getting removed and it is not populating the location for Caller2. It is staying as it is on the form. And also I have a Time Zone field added which should get mapped based on the Location populated. It is also not working as expected.

Can you please help me out on this approach.

Thanks

[SNOW46]

Hi Shloke,

Can you please help  me out on this same approach for getting the Location field populated on the record producer form. I have tried the same steps which you have mentioned earlier like I have created a new Script Include and defined the Catalog Lookup Definitions as well but still when I change the caller, the Location is not getting populated.

Can you please guide me here.

Thanks