How do I set the caller field on an incident record created via a record producer?

[nicholar]

I am developing an incident request form that uses:

• a record producer to create incident requests.
• a variable set that includes the caller's name (a reference field), short description (text field), description (text field), etc.The variable set also has an employee id number (text field)  
• an OnChange catalog client script on the variable set that auto-fills the caller name based on what is entered in the employee id field.

If I submit the form by just typing in the caller's name in to the reference field the caller properly gets set in the record upon creation.

However, if I submit the form using the auto-filled field the caller gets left empty.

I can't seem to figure out why this is happening. In my record producer script I set the incident field using the following code:

        current.short_description = producer.short_description;

        current.description = producer.description;

        current.caller_id = producer.caller_name;

The description and short descriptions get set just fine on submission. Why isn't my caller being set?

As I mentioned this only occurs when the caller name is auto-filled on the form using the id number.

[Slava Savitsky · Accepted solution]

Can I have a look at the onChange script? Are you using the sys_id of the user to auto-fill the caller name (i.e. the reference type variable)?

[nicholar]

Here's my script:

function onChange(control, oldValue, newValue, isLoading) {
     if (isLoading || newValue == '') {
           return;
     }

     //Type appropriate comment here, and begin script below
     var user = new GlideRecord('sys_user');
       user.addQuery('employee_number', newValue);       
       user.query();
       if(user.next()){
               g_form.setValue('caller_name',user.name);               
       }

}

I'm using the name of the user ... I will try using the sys id to see if that works

**UPDATE**

I changed the script to use the sys_id to populate the caller_name field and it now works!

I spent a while trying to figure this out and now that I see what the issue was I feel a little foolish.

Thank you so much for your help!

[Slava Savitsky]

I am glad I could help.

The value of a reference field is always the sys_id of the record it points to. Just in case, detailed information about reference fields is available in the production documentation:

Reference Fields - ServiceNow Wiki