g_form.getReference('caller_id').name not working in templates

[juliosanchez-ti]

Hi ServiceNow community

When inside an incident and putting this command in the browser console g_form.getReference('caller_id').name it works and returns the name of the caller.

When I use the exact same command in a template it does not work and returns a NULL value.

I tested if scripts actualy work in templates by using gs.getUserDisplayName() and this returns the currently logged on user.

What I am trying to do is write more personal messages that Service Desk can use for people that log incidents:

"""

Hi *caller_id_DisplayName*

*customized message which can be anything*

with kind regards

*currently logged on user*

"""

[Chuck Tomasi · Accepted solution]

Hi Julio,

I don't think Templates were meant to be used in this way. As such, I don't have a solution for your to make the messages parametric. That being said, you might consider an alternative... Create a new table that contains your messages with optional parameters that you control (e.g. ${user_name} or {$caller_id}) and then place a field (for only your properly roled users to see) so they can pick which quick message they want to use. A client script can then do a GlideAjax call to the server, passing the value of this "quick message" field and the server can do the search/replace on the parameters you put in the message, returns the resulting text, and places it in the comments box. This makes it quick to update the messages going forward - in production if desired.

If you want some demonstrations how to use GlideAjax, take a look at episodes 5, 6 and 33 of TechNow.

TechNow Episode List

Docs: Client Scripts

Docs: GlideForm

Docs: GlideAjax

Client Script Best Practices - ServiceNow Wiki      

[juliosanchez-ti]

How to get test

[Chuck Tomasi]

Can you clarify? Where are you seeing this? In the community?

[juliosanchez-ti]

Yes, I get a notification I was posting spam And couldn't post my comment / edit it. The only coment I could post was the above one. This was the comment: I tried to post:

"""

Q: how to get caller id displayname

A: Not possible

Workaround: provided by Chuck Thomas in previous message.

Maybe my request can be implemented in an update?

Extra info:

I just find it weird that you call a template from an incident / task. Which is unique with it's number, and can't get the caller id displayname from that. I dont know how ServiceNow backend works yet but I'd love to learn more.

Thanks chuck for your help!

"""

This is the message I had: (dutch)