I recently helped resolve an issue with incoming email address and am curios if this is related. That post is How to Trim Parts of Varibles from Inbound Action

Going back to your question, if the above doesn't apply to you, are you obtaining username reliably and just want to convert username to the user's sys_id so you can fill in the Caller field? If so, can you try

var gr = new GlideRecord('sys_user');

gr.query('user_name', username);

if (gr.next()) {

   var caller_id = gr.sys_id.toString();

   current.caller_id = caller_id;

}

Hope this helps.

Please feel free to connect, follow, mark helpful / answer, like, endorse.

John Chun, PhD PMP

Winner of November 2016 Members' Choice Award