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

[gjz]

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 · Accepted solution]

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!

[gjz]

Hi Mitchell - thanks for the information.  Yup, I'm aware that if I customize the card I will have to maintain it and I'll evaluate it.  What surprises me is I've never worked for any company that did not have divisions within departments, I don't understand why that's not a field that ServiceNow hasn't already added as a standard field on the Task table.