Unable to display caller name in SOW

[vidhya_mouli]

A pop up window should appear with a message when the Channel changes. I need to display the caller name. This code works but it does not display the caller name. This is a client script and the agent is on Service operational workspace.

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
   if (isLoading || newValue === '') {
      return;
   }

	var previousChannelType = oldValue;
	var callerID = g_form.getValue('caller_id');
	var caller = "";

	//Get the name of the caller
	if (callerID) {
    	var userRecord = new GlideRecord('sys_user');
    	if (userRecord.get(callerID)) {
        	var firstName = userRecord.getValue('first_name');
			var lastName = userRecord.getValue('last_name');
        	caller = firstName + " " + lastName;
    	}
	}

	
			
   // Check if the selected channel type is 'alert / notification'
   if (previousChannelType != '' && previousChannelType != 'alarm_notification' ) {

	var msg = "Please note : This incident is currently defined as " +  previousChannelType + " channel type and has been changed to alert/notification channel type. The caller " + caller + " has been removed from the incident.";

	g_form.addInfoMessage("previousChannelType: " + previousChannelType);
	
	g_modal.confirm(getMessage("Alert"), msg, function (confirmed) {
		if (confirmed) {
			g_form.save();
		}
	});

		return false;
  }

  
	
}

[Danish Bhairag2 · Accepted solution]

Hi @vidhya_mouli ,

Its not recommended to use GlideRecord in Client Script kindly call a script include using GlideAjax to retrieve caller id name .

Thanks,

Danish