is there any way to add caller name in the header bar of incident ticket..?

[fkhan]

[fkhan]

Thank you very much for your quick responses.

Actually my requirement is a service desk agent can see caller name,incident number and comapany in the header bar.Here I am able to add only one field value not more than that in the header bar,so I need more details about that.......

[Chuck Tomasi · Accepted solution]

HI Farukh,

I would discourage against this requirement as it has impact how the incident is displayed in other parts of the system which could be confusing and/or downright messy.

If the service desk agent has the incident open, the caller is right there a few lines down. Hovering over the caller's reference icon displays the company. If you really need the company on the form, you can dot-walk to add it. Best practice is to have the information you really need quickly to assess the incident and keep it moving at the of the form.

Reference:

Dot-Walking - Servicenow Wiki

http://wiki.servicenow.com/index.php?title=Customizing_the_UI_Appearance

[justin_drysdale]

Hi Farukh,

This works best as a short term solution.   You can use DOM scripting to insert your values into the header:

Our incident form doesn't have Company, so I set it to a test value.   Here is the client side code (you can put it in an onLoad script):

update_header();

function update_header(){
//get caller:
var name = g_form.getDisplayBox('caller_id').value;
//get inc number:
var num = g_form.getValue('number');
//get company:
//var company = g_form.getValue('company');
var company = "Test Company Name";

//test to see if it is a new or existing ticket,
//only update headers for existing ticket:
   if(num != '') {
       var header_text = name + " - " + num + " - " + company;

       //getting header location via ClassName,
       //will have to update for new SNOW Versions:
       var header = document.getElementsByClassName('form_header navbar-title')[0];
               header.textContent = header_text;
   }

}

The limitations for this include all DOM scripting issues in SNOW.   The main one is that you will have to maintain this code with each SNOW upgrade as the ClassName for the header may or may not change in the future.

[fkhan]

Hi Chuck,

There is all the needed information is present in incident form, still they want to see it in the header bar.Is there any best way to do this which will not impact any other services.

Thanks,

Farukh

[Chuck Tomasi]

Hi Farukh,

There is no supported configuration way to do what you ask at this time.

I invite you to open an enhancement request! Our product managers DO listen.

Enhancement requests: Tell us how you would improve the ServiceNow product