onChange Cient Script causing "Match not found, reset to original" error

[Abbottronix]

I've created the following onChange client script to automatically set the Caller Id and custom Company field on incidents. 

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

	g_form.getReference('u_requestor', setContact);
	}

	function setContact(requestor) {
		if (requestor && requestor.company != '')
			g_form.setValue('caller_id', requestor.name);
			g_form.setValue('u_company', requestor.company);
	}

When I try to submit a new incident it gives me the error "Invalid update" and "Match not found, reset to original". When I try to change the company of an existing incident and then update the incident, my update to the company field isn't saved. 

[Abbottronix]

Hi Karan,

The good news is that it totally worked! The bad news is I don't understand why it worked at all, haha. I would have thought that using ('caller_id', requestor.sys_id) would have filled the field with the requestor sys_id, so I don't understand why it filled it with the name instead. 

I'm also having the issue where, if the requestor company is blank and I fill the company field in mandatory, when I save the incident, the company field goes back to being blank. 

[Karan Chhabra6]

Hi @Abbottronix  - glad it worked, reference fields accepts 'sys_id' as input.

For the other issue where the company is blank after you save, this is happening because your onchange script is running onLoad as well.

Update this script as:

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
 if (isLoading || newValue === '') {
      return;
   }
	g_form.getReference('u_requestor', setContact);
	}

	function setContact(requestor) {
		if (requestor && requestor.company != '')
			g_form.setValue('caller_id', requestor.sys_id);
			g_form.setValue('u_company', requestor.company);
	}

If my answer has helped with your question, please mark it as correct and helpful.

Thanks!

[Abbottronix]

Hi Karan,

So if I put a sys_id into a reference field, it will automatically update to show the name value?

I would like the script to work onLoad as well because I want it to automatically fill out the Affected Contact and Company fields when the Requestor field is automatically updated as the logged in user. But you made me realise I can fix the issue by just adding an else {return;} to the end of my function, so everything's working for now, thanks a bunch!