How to define the Caller for incident record

patricktownsend · ‎06-22-2017

Hello,

I am using the REST interface to create an incident record. This is working fine except that the Caller field is blank in the new incident. The REST interface does not seem to have a field for "caller", but I do see that there is a field for "caller_id". However, I can't seem to find the caller_id value on a user record. Any pointers would be appreciated.

Patrick

Josh Cooper · ‎07-20-2017

Sort-of. That goes back to what I was saying above - it's a reference field, and SHOWS you the Display value of the sys_id supplied. If the Display Value is distinct, the system should be able to turn that into the sys_id you need, and will work fine, but if you ever end up with more than one "John Smith" in your organization, you're not likely to end up with the right value.

If you look at the incident form as admin, right click and Show XML, it'll show you both the Display Value (string name) and the sys_id, but the true value of the field is the sys_id.

View solution in original post

sachin_namjoshi · ‎06-22-2017

Hi Patrick,

"Caller_id" is reference field on incident table which refers sys_user table.

You need to look for "Name ID" field on sys_user table in your API.

Regards,

Sachin

patricktownsend · ‎06-22-2017

Hi Sachin,

I am new to ServiceNow and am not finding a reference to the sys_user table. Could you help locate the option to get this information?

Much appreciated,

Patrick

Srinivas Balusu · ‎06-22-2017

Hi,

Data from reference tables can be retrieved using the concept of dot walking in ServiceNow. I hope below link can help you.

Dot-walking in REST API requests

patricktownsend · ‎06-22-2017

Hi Srini,

Thanks for this link. I can see how you could craft a REST query to determine the internal field values for a user. However, my service is external to ServiceNow and I need to provide instructions to the ServiceNow administrator on how to do this through the web interface. Hopefully someone will know the steps to retrieve this information through the browser interface.

Patrick