using the script include to access the incident table

[instance]

In the Catalog items i have a field name incident (

using the script inlcude what i select in the incident field --> that particular caller_ID  should be seen in the callerid field.

but the caller_id of the incident is not coming. what is wrong with the script?

[Prasad Dhumal]

Caller ID is a reference field so instead of taking the Display Value, try the sys_id only.

Something like this:

grSysUser.getValue('caller_id')

 Let us know the outcome.

[Vishal Birajdar]

Hello @instance  

Can you please modify user script include little bit mentioned in bold text

script include:

var getIncident = Class.create();
getIncident.prototype = Object.extendsObject(AbstractAjaxProcessor, {
getRecords:function()
{
var groupSysId = this.getParameter('sysparm_groupId');

//var obj = {}

var caller;

var grSysUser = new GlideRecord('incident');
grSysUser.addQuery('number', groupSysId);
grSysUser.query();

while (grSysUser.next()) {
caller = grSysUser.getValue('caller_id').toString();

}
//gs.addInfoMessage(grSysUser.user.toString());
return JSON.stringify(caller);
},

type: 'getIncident'
});

[instance]

@VishalBirajd

[Vishal Birajdar]

Hello @instance  ,

Can you please try below Script include and Client script

You can change the variable names with your variable

I have created two Variables :

1.Variable Name   : Incidents

   Type                    : List Collector

   Reference Table : incident

2.Variable Name : Fields

   Type                  : Multi-line Text

Script Include : 

var getUserUtils = Class.create();
getUserUtils.prototype = Object.extendsObject(AbstractAjaxProcessor, {

getCaller: function() {
// Create Object to get Incident number and caller ID from incident
var users = {
incident: '',
callerID: '',
// if you have a called field on catalog form as reference then use sysId
sysId:'', 
};
// get Incident sys Ids from client script
var incidentSysIDs = this.getParameter('sysparm_incidentSysIDs');

// glide record on incidnet table 
var grINC = new GlideRecord('incident');
grINC.addEncodedQuery('sys_idIN' + incidentSysIDs); //query with incident sys id
grINC.query();

while (grINC.next()) {
//store values in users object
users.incident = grINC.getValue('number').toString();
users.callerID = grINC.getDisplayValue('caller_id').toString();
users.sysId = grINC.getValue('caller_id').toString();
}

//gs.log('GetUser' + JSON.stringify(users));
return JSON.stringify(users);
},

Client Script :

On Change of Variable - 'incidents' 

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

var incidents = g_form.getValue('incidents'); 
var gaINCUsers = new GlideAjax('getUserUtils'); // Glide Ajax
gaINCUsers.addParam('sysparm_incidentSysIDs', incidents); // variable values passed to script include
gaINCUsers.addParam('sysparm_name', 'getCaller'); // function name in script include
gaINCUsers.getXMLAnswer(callback);

function callback(answer) {

var results = JSON.parse(answer);
// set the values in field
g_form.setValue('fields','Incident= ' + results.incident + ' ' + 'Caller = ' + results.callerID);

//if you have another variable as caller id and is reference variable 
//g_form.setValue('caller_name',results.sysId);

}

}

Here is the Output I get :