For some Users, location field is populating as empty on the incident form even location is fill.

[Ashwini Sawant2]

Hello Team,

I have received an incident in which, users whos location is filled  in the user table but on the incident form there location is populating as empty. I am unable to reproduce this issue in the NON - PROD. Also, I can see that location  is also active in location table and for the other users it was auto populating. 

Can anyone suggest/guide me  what should be root cause and how to resolve this issue ?

Below is the On change client script to Set Location to User on incident tabel - 

function onChange(control, oldValue, newValue, isLoading) {

   if ((isLoading && !g_form.isNewRecord()) || (g_form.isLiveUpdating && g_form.isLiveUpdating()))

      return;

   if (newValue == '' || newValue == null) {

      g_form.setValue('location', '');

      return;

   }

   if (!g_form.hasField('location'))

      return;

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

}

function setLocation(caller) {

   if (caller)

       g_form.setValue('location', caller.location);

}

Thank you 

[Vishwa Pandya19]

Hello,

Using getReference() in client script to auto-populate is not recommended.

Try creating a script include and client script. There should not be any issues.

Please mark my answer as correct/helpful if it helps you.

[Ashwini Sawant2]

Thanks for your response , but this issue seems to be for very few users for other users it was working fine. 

[Amit Pandey]

 Hi @Ashwini Sawant2 ,

I think you need to create a script include and then write onChange client script. Something like this-

Script Include- 

var FetchLocation = Class.create();
FetchLocation.prototype = {
   initialize: function() {},

   getLocation: function(callerID) {
      var location = '';
      var userGR = new GlideRecord('sys_user');
      if (userGR.get(callerID)) {
         location = userGR.location;
      }
      return location;
   },

   type: 'FetchLocation'
};

onChange Client Script-

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

   var fetchLocation = new FetchLocation();
   var callerID = g_form.getValue('caller_id');

   fetchLocation.getLocation(callerID, function(location) {
      g_form.setValue('location', location);
   });
}

[Ashwini Sawant2]

Hello Amit, 

Thanks for your response , but this issue seems to be for very few users for other users it was working fine & for the affected users I tried to reproduce same in the NON -PROD but issue is not reproducing.