Please help with the explanation for incidentGetCaller()?

[srirampappagudi]

Hi All,

Any one of you from the community can you explain how the dynamic filter incidentGetCaller() works?

I am not able to understand the flow right from the definition of the Data Dictionary to the Business Rule "incident function".

Please let   me know if there are any tutorials to understand the flow.

Thank you,

Sriram.

[Chuck Tomasi · Accepted solution]

It's a utility function that is called by the Dynamic Filter "incident get caller" (as you noted.)

If someone is opening a new incident, it checks to see if there is a parent record and it checks the current user's role.

If there is no role (implying and end user or ess user) then it uses the current user's sys_id to populate the caller field. If it is an itil user, then it tries to use the parent record's caller field as the caller's value.

This is to avoid ITIL people opening records and having to change the caller field all the time.

[RAHUL Khanna1]

where we can find its related script.

[Chuck Tomasi]

It's in the business rule "incident functions". You can find it under System Definition> Business Rules. Here's a link (change YOURINSTANCE to your instance name.)

https://YOURINSTANCE.service-now.com/nav_to.do?uri=sys_script.do?sys_id=68c334efc0a80164016c1bce9b634660

[Thomas Michels1]

Hi Guys

This makes no sense!!!

Why make a business rule run in global when the name is regarding incident? AND, because this is global, it impacts everything, including facility etc.

Why why why???

BR - Thomas