Xanadu - How to modify Caller information in Record Information sidebar in SOW?

gjz · ‎04-22-2025

I am really stuck on this one. I need to change the Caller information that is displayed in the Record Information contextual sidebar but I can't find anything for Xanadu or Yokohama; everything I find is completely different from how it exists today.

All I want to do is replace the Title and Time Zone with Department and Division. Can someone detail the steps for me, please?

MitchellL · ‎05-21-2025

Hi @gjz,

That script include helps gather the info while a client script named 'CallerContactField' (also in the same UIB page) presents it. You will want to remove the tz data there so there's no undefined returned and then substitute title info with your custom u_division table.

For consistency you will probably want to update the 'Aggregate New Card Info' client script as well or else (if you create a new interaction by hand) you will see the oob version of the card still after filling the opened for field.

Disclaimer: Test this thoroughly in case it has unintended side affects elsewhere as I don't officially support any of the changes by making this suggestion. You will need to maintain this deviation from baseline moving forward and making sure it still works on upgrade. For our official policy see: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0553407

Hope this helps!

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Sujatha V M · ‎04-28-2025

@gjz Record information page uses a data resource "Record Information" which calls the script include.

The above information which you looking for/trying to modify comes from the "SOWIncidentInfoSNC" script include which holds a function "getCallerInfo" and its is actually a read only file.

You might need to override the function using editable script include "SOWIncidentInfo" provided by ServiceNow.

Results : Commented the syntax used for "Department" and the caller card displays without it.

Please mark this as helpful and accept it as a solution if this resolves your query.
Sujatha V.M.

gjz · ‎05-14-2025

Thanks for the information, but it appears to be only part of the solution. When I comment out the section you listed, it still displays a time and undefined time zone. When I replaced the unwanted fields with my custom fields, it didn't display. My assumption is the card fields are defined in a different location, but where?

Sujatha V M · ‎05-14-2025

@gjz Let me check on it for you!

Please mark this as helpful and accept it as a solution if this resolves your query.
Sujatha V.M.

gjz · ‎05-15-2025

Thanks so much!