SOW Create Request UI Action – Contact Number Not Populating Catalog Item Variable

[velvet]

Hi Community,

We're in the process of implementing Service Operations Workspace (SOW) and encountering an issue with the Create Request UI action on the Incident form.

🎯 Goal:

We want to pass the Contact Number from the Incident (u_caller_contact_number) into a variable (phone_number) on a catalog item when the request is created via SOW's Create Request.

This previously worked in the Platform UI, but stopped working after we:

• Switched the requested_for variable to type Requested For (per SOW standards),

• Began using the Create Request action in Workspace, rather than the platform.

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✅ What We’ve Tried:

• Updated the Workspace UI Action to include sysparm_caller_contact_number in the params object sent to g_service_catalog.openCatalogItem().

• Created a new catalog variable (contact_me) to rule out legacy issues with phone_number.

• Wrote onLoad catalog client scripts to retrieve the contact number via URL params (sysparm_contact_me, sysparm_caller_contact_number).

• Verified other variables (title, department, manager) populate fine based on requested_for.

• Tested the RequestLinkSessionManager pattern using putClientData() + getClientData() to pass the data via session storage.

• Even tried using localStorage as a fallback, which worked in Platform UI but not reliably in SOW.

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🧩 Problem:

Despite all of the above, the Contact Number never populates, even though:

• The Incident field is filled,

• The param is set in the UI Action,

• The variable is present and visible on the catalog item.

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❓Looking for:

• Anyone who’s successfully passed custom Incident fields (like contact number) into catalog item variables in SOW,

• Tips on how to ensure sysparm_* values are retained in the SOW transition from form → catalog,

• Or whether session-based solutions (like RequestLinkSessionManager) are still the best workaround for this.

Thanks in advance for any insights or examples!

[AbinC]

Hi @velvet ,

you can do this

UI Action Code:

gs.getSession().putClientData('requested_by', current.caller_id);

onload Catalog client script on that catalog item

var requestedByUser = g_user.getClientData(''requested_by');

if(requestedByUser != ''){

g_form.setValue('variableName', requestedByUser);

}

 IF you found it helful please do mark this helful 

Thanks,

Abin 

[velvet]

I am going to try this today