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...

[Sunjyot Singh]

Hi,

Use this Catalog Client Script onChange of the caller field, UI type as All.

Replace the field names for caller and contact number according to yours: 

function onChange(control, oldValue, newValue, isLoading) {
	if (isLoading || newValue == '') {
		if(!isLoading && newValue == '') {
			g_form.clearValue('contact_number');
		}else {
			var userID = g_user.userID;
			g_form.setValue('caller_id', userID);
			setUserPhone();
		}
		return;
	}
	if (newValue != '') {
		setUserPhone();
	}
	function setUserPhone() {
		g_form.getReference('caller_id', getPhone);
		function getPhone(userRef) {
			g_form.setValue('contact_number', userRef.mobile_phone);
		}
	}
}

 Let me know in case of any issues.

Thanks.

[SNOW46]

Hi,

I tried implementing the script but it seems it is not working as expected.When I change the Caller Name the mobile number is not getting removed and it stays as it is. 

Can you please help me out on this.

Thanks

[Sunjyot Singh]

Hi,

Can you please share the complete screenshot of the Catalog Client Script that you have written or would be better if you can share the XML of the script so that I can review that at my end?

Thanks.

[SNOW46]

[Sunjyot Singh]

Change the "Variable name" to caller as this would work on change of the caller field.