How to create a reference qualifier for CI to filter only CIs that assigned to caller.

[jesusemelendezm]

Incident Management Form:

How to create a reference qualifier for CI to filter only CIs that assigned to caller.

[David OBrien]

You can add a reference qualifier that is Assigned To is 'javascript:gs.getUserID()' in the Dictionary on the Configuration Item field.

Since the Configuration Item field sits at the base Task table, you may want to do this as a dictionary override instead that is only for incidents.   Filtering it in the dictionary override you can use: assigned_to=javascript:gs.getUserID();

[jesusemelendezm]

Thanks for your help David.

javascript:gs.getUserID(); this is the user logged in the system. I am looking to get the value of the caller_id field in the incident form. Basically service desk agent enter caller name, based on the caller name, I want to filter only those CIs that are associated to this caller.

[David OBrien]

Sorry about that. I misread your question.   For matching the Caller you should be able to use: javascript:'assigned_to=' + current.caller_id;

[coryseering · Accepted solution]

Hi Jesus,

You just need to reference current.caller_id in your reference qualifier or- even better- write a Script Include to do it. Here are a few references:

Dynamic Reference Qualifier for KB articles

Reference Qualifiers - ServiceNow Wiki

Use Reference Qualifier to filter Location field

Best practice is to use a Script Include that refers to the "current" record and returns the string for the condition. Soemthing like this:

var ReferenceQualifiersCI = Class.create();   

ReferenceQualifiersCI.prototype = {   

       initialize: function() {   

       },   



       forCurrentCaller:function() {   

               var caller = current.caller_id + '';   



               //just ones assigned to this caller

               return 'assigned_to=' + caller;   

       },   



       type: 'ReferenceQualifiersCI'   

};   

You would then use a javascript: reference qualifier as described earlier:

javascript:new ReferenceQualifiersCI().forCurrentCaller();

That should return a string like:

assigned_to=e7iru4723je38rr721l908fnfr823hd3

Where the sys_id of the caller on the current incident is "e7iru4723je38rr721l908fnfr823hd3".