Contact Number is not populating on Record Producer in Service Portal

SNOW46 · ‎03-11-2022

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 · ‎03-15-2022

@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

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

Regards,
Shloke

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Sourabh26 · ‎03-11-2022

Hi,

Need to check on below points first -

Contact Number is the number of the Caller right? Then how the Contact number will be auto populated on form load as there will be not caller selected on form.
Once the caller name is selected then only the contact number related to that caller will be populated. Then in this case i would not recommend you to trigger the server side call for fetching the contact value of the related caller.

Scenario : Suppose the caller is selected as "caller 1" then upon selection you need to trigger the server side call to fetch the contact number of the caller and the end user need to wait for the time being. Now suppose the user has change the value of the caller from "caller 1" to "caller 2" then you are again making a server side call and this will go and halt the process on portal.

Mark this as Helpful/Correct, if Applicable.

Regards,

Sourabh

SNOW46 · ‎03-11-2022

Hello Sourabh,

It will be very much helpful to me and others as well whoever will review this post if you can share me with the detailed script part where I need to configure the same to make it work as expected as per the scenario.

Scenario: Suppose the caller is selected as "caller 1" then upon selection you need to trigger the server-side call to fetch the contact number of the caller and the end-user need to wait for the time being. Now suppose the user has changed the value of the caller from "caller 1" to "caller 2" then you are again making a server-side call and this will go and halt the process on the portal.

Thanks

Sunjyot Singh · ‎03-11-2022

Hi,

This can be done via an onChange Catalog Client Script. Can you please share if you have tried to write the same?

And how are you populating Caller onLoad? as this would be required to populate the Contact Number field on load of the form.

Thanks.

SNOW46 · ‎03-11-2022

Hello Sunjyot,

No I haven't configured the Catalog Client Script yet. I am just hard coded the contact number value in the Script part of record producer as below.

Can you please help me with the script part so that I can configure the same on my end?It should work both for Onload of the form like the logged-in user Caller1 phone number should get populated and if the Caller1 changes the name to Caller2 then it should remove the existing contact number and populate the Caller 2 Number.

Thanks