Auto populating a field value depending on another field option in Incident form

[AysenurU]

Hello

I have a question regarding Business Rule Script. 

When the caller is Abraham Lincoln, I want Channel to be populated as Self-service. (As you can see in the image below)

Here is the script but it is not working. 

(function executeRule(current, previous /*null when async*/) {
    // Ensure the caller ID is present
    if (current.caller_id) {
        // Get the caller's record from the sys_user table
        var caller = new GlideRecord('sys_user');
        if (caller.get(current.caller_id)) {
            // Check if the caller's name is Abraham Lincoln
            if (caller.name == 'Abraham Lincoln') {
                // Set the channel to Self Service
                current.channel = 'self-service';
            }
        }
    }
})(current, previous);

I appreciate any help.

TIA 😃

[AshishKM]

Hi @AysenurU , 

Have you written this code in onChange Client Script or some Business Rule. 

I see, you have used the current object, means its business rule. If that is the case, you can set this value without any script code. 

First you decide, are you looking for client side change or server side ( means on/after save ).

For client side , write client script on incident table for caller column.

For server side, update the BR with below.

This is BR [ insert ] on Incident table with condition check for caller.

Use Action tab for setting channel value

-Thanks,

AshishKM

[AysenurU]

Hey Ashish

First I tried to create a Business role without any scripts. 

But it is not changing or updating anything on my Incident form😔

Then I wanted to try Client script.

However, it did not work either. 

[IbrarA]

Hi @AysenurU, check this link:
https://www.servicenow.com/community/developer-forum/autopopulate-user-details-onchange-of-user-name...

[swathisarang98 · Accepted solution]

Hi @AysenurU ,

You can write onChange client script and populate the Channel value,

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

  var caller = g_form.getReference('caller_id', currentUser1);

}
function currentUser1(caller){
	if(caller.name == 'Abraham Lincoln'){
		
		g_form.setValue('contact_type','self-service');
	}
}

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang