Auto populating 'Configuration item' field based on 'caller_id' on incident form.

[Naga Ravindra R]

Requirement: need to auto populate the 'configuration item' variable based on 'caller_id' variable.

What are the 'CI's' related to him and need to populate only if caller is VIP.

I know it can be done by writing a script include and onchnage client script. but I'm a admin need some assistance with script.

Thanks,

[Suseela Peddise · Accepted solution]

Hi,

To get CIs owned by caller then use below scripts. If you want to get CIs assigned to caller then change the query.

Script Include :

var userOwnCI= Class.create();
userOwnCI.prototype = Object.extendsObject(AbstractAjaxProcessor, {

getComputer: function(){
var caller= this.getParameter('sysparm_caller');
//query to computer table and get the list of computers owned by caller
var gr= new GlideRecord('cmdb_ci_computer'); //change table name as the requirements
gr.addQuery('owned_by',caller); //owned CI.

//For assigned assets change above line to gr.addQuery('assigned_to',caller);

gr.query();
if(gr.next())
{
return gr.getUniqueValue();
}
},

type: 'userOwnCI'
});

Client Script:

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

//check VIP user

var vipUser='false';
var caller = g_form.getReference('caller_id', doAlert); // doAlert is our callback function 
function doAlert(caller) { //reference is passed into callback as first arguments
if (caller.vip == 'true')
vipUser= 'true';

if (newValue && vipUser =='true') { //if VIP user
var ga= new GlideAjax('userOwnCI');
ga.addParam('sysparm_name','getComputer');
ga.addParam('sysparm_caller', newValue);
ga.getXML(getComputerDet);
}

}

}

function getComputerDet(response)
{

var answer = response.responseXML.documentElement.getAttribute('answer');

//Sets the field value
g_form.setValue('cmdb_ci',answer);
}

If I have answered your question, please mark my response as correct and/or helpful.

Thanks,

Suseela P.

[Naga Ravindra R]

Thank you so much @Suseela Peddisetty 

[Stacy Ricco]

Hi!  I need to do this for every user, not VIPs, and based on Assigned to instead of owner. What needs to change in the Client Script version?

[Stacy Ricco]

What would be the script for any user, not just VIP?  New to Servicenow and scripts. Thanks!