Issue with Caller when creating Incident using REST API

[Suggy]

There are 3 users like this:

Using REST API (Table API), external tool is creating INCIDENT where below is the payload they are sending:

{
"caller_id":"Carol Coughlin",
"short_description":"Issue with MS Teams",
"description":"Not able to attach docs in Teams"
}

Issue is that, its randomly picking any of the above 3 users.

Is there any solution to avoid above issue?

[James Chun]

Hey @Suggy,

I am assuming the email address is unique per user. If so, try using the email address for the value of the 'caller_id'.

e.g. {'caller_id' : 'carol.coughlin1@email.com'}

Cheers

[vermaamit16]

Hi @Suggy 

Better to make use of sys_id of the user record for the caller_id field instead of giving user id. If you still want to use user id, please ensure that the parameter 

sysparm_input_display_value=true

is set to true while making the API call.

Thanks and Regards

Amit Verma