sys_id not returned in new_call records

[timhorn]

I just enabled the service desk call module, and I'm trying to setup a few things to use it.   I have a script that pulls in all the records in the new_call table that haven't been moved to an incident/problem/whatever yet.   I'm doing this by querying for records that were opened by me, but have no transfered_to value.   This works just fine.   I'm pulling in all the records I expect to find.   However, I'm not able to get the sys_id field for these records.   I even tried enumerating all the fields, and sys_id never shows up.   If I go to the list of records in the new_call table, I can right-click on the record get its sys_id, so I know it has one.   It's just not showing up in the GlideRecord query.   Is there something special about the new_call table that's making this happen?   Is there something new I need to add to the query to get it to return the sys_id?

[Community Alums]

can you post the script you're using?

[timhorn]

The following script is what I'm using to look for all fields:

var cgr = new GlideRecord('new_call');

cgr.addQuery('opened_by', gs.getUserID());

cgr.addQuery('transferred_to', null);

cgr.orderBy('number');

cgr.query();

while (cgr.next()) {

  var fields = cgr.getFields();

  for (var i = 0; i < fields.size(); i++) {

  var element = fields.get(i);

  gs.print("Element " + element.getName() + " has value " + element);

  }

}

The response from this is:

*** Script: Element sys_tags has value

*** Script: Element opened_by has value 37ff6a110fda824088006509b1050ecc

*** Script: Element request_item has value

*** Script: Element description has value asdfasdfasdf

*** Script: Element caller has value 37ff6a110fda824088006509b1050ecc

*** Script: Element short_description has value Service Now case opened by Timothy Horn

*** Script: Element opened_at has value 2016-06-10 12:13:31

*** Script: Element sys_created_by has value THorn

*** Script: Element sys_domain has value global

*** Script: Element sys_updated_by has value THorn

*** Script: Element time_spent has value 1970-01-01 00:00:00

*** Script: Element transferred_to has value

*** Script: Element sys_mod_count has value 0

*** Script: Element sys_created_on has value 2016-06-10 12:13:31

*** Script: Element contact_type has value self-service

*** Script: Element company has value

*** Script: Element sys_updated_on has value 2016-06-10 12:13:31

*** Script: Element call_type has value general_inquiry

*** Script: Element number has value CALL0001019

You'll notice there is no sys_id in there.

[Chuck Tomasi]

Hi Tim,

That's pretty bizarre. Try the script (freshly updated) that I wrote in scripts background and see if it produces something you can use.

[Chuck Tomasi · Accepted solution]

Hi Tim,

Can you share your code?

Normally I would build an array for something like this to get a list of sys_ids.

var callArr = [];

var call = new GlideRecord('new_call');

call.addQuery('opened_by', gs.getUserID());

call.addNullQuery('transferred_to');

call.orderBy('number');

call.query();

while (call.next()) {

        callArr.push(call.getValue('sys_id'));

}

// Now callArr is a list of all sys_ids matching the query above.

(revised 6:01AM PT to include Tim's query statements w/modification to the null query)