I think that populating a field on the Incident table is a probably the simplest way to go about doing what you're trying to do. Personally, I think you should use something like a field message on the caller_id field or something like that so you don't have unnecessary fields cluttering your incident table (field messages are awesome. Here's the wiki article on how to use them: GlideForm (g form) - ServiceNow Wiki).
I would make a couple of changes to the suggested client script:
function onChange(control, oldValue, newValue) {
//var caller = g_form.getValue('caller_id'); //Since this script is attached the caller_id field, you don't need to ask for the value again
//var u_newest_incident_field = getMachine(caller); //This isn't actually setting anything. You need to call g_form.setValue()
g_form.setValue('u_newest_incident_field', getMachine(newValue));
function getMachine(c) {
var gr = new GlideRecord('cmdb_ci_computer');//going out to the cmdb computer table
gr.addQuery('assigned_to', c);//where the assigned_to field on cmdb computer is the caller_id on incident
//What are you ordering by?
//You mentioned perhaps by the last login or something like that.
//What field will get you that information?
//gr.orderBy('somefield_that_will_order_correctly');
gr.query();
if(gr.next()) {//if record found
//returning 1st result back to field:
//return gr.assigned_to; // We know who this is assigned to (it's the caller if your query worked properly)
return gr.getDisplayValue(); //This should be the display value of the CI in question.
}
}
}
If you wanted to use a field message, I would change the client script so it would look like this:
function onChange(control, oldValue, newValue) {
g_form.hideFieldMsg('caller_id', true);//Hide any field messages that may be out there already
var gr = new GlideRecord('cmdb_ci_computer');//going out to the cmdb computer table
gr.addQuery('assigned_to', newValue);
gr.query();
if(gr.next()) {
g_form.showFieldMsg('caller_id','CI:'+gr.getDisplayValue(),'info');
}
}
u_newest_incident_field
With both of these suggestions, though, the gliderecord query will introduce some latency to your form. There will be a tiny delay from the time that you enter a new caller_id to when the field gets filled in or to when the field message is shown. A single script doesn't make a slow site, but a bunch of scripts will make it very slow. Consider looking into an AJAX script include to look that info up for you. If you do that then the form will not lock up while the new information is being returned from the server. A project for Memorial day, maybe?
As a disclaimer, I haven't tested this code, but it should get you going in the right direction. Let me know if it works!
K
