Caller field is clearing out for some Incident while saving any incident.

[Ashish Ranjan G]

Hi,

Caller (caller_id) field is clearing out for some incidents while we are saving the record. I checked before update business rules and client scripts but none seem to be causing any issues. Then, I looked into "Save" UI action and it is OOB with no customization.

I enabled debugging too but no BR or server side scripts seem to be clearing out caller field. Adding to that, I also ran a filtered search on business rules/client scripts/script includes to see if any of them have anything written in their script section which clears out caller_id field, but no luck!

I noticed something weird with following "Save" UI action though:

UI action: https://<your_instance>.service-now.com/nav_to.do?uri=sys_ui_action.do?sys_id=432ace8b0a0a0b34006b02832660c894

They have written following code:

action.setRedirectURL(current);
current.update();

Should they have not placed setRedirectURL after current.update()? Is there a chance that above code might have caused redirection to current record while system was still updating field values? If that might have happened, is there a chance that system cleared out the caller field instead of keeping its previous value?

Any insights to solve this issue or troubleshooting steps is appreciated. Thanks folks!

[Voona Rohila]

Did you verified  BR's action tab which also sets the values.

[Ashish Ranjan G]

Verified, none are acting upon Caller field.

[Voona Rohila]

Did you Verified flow designers too?

[Saurav11]

Hello,

Going by the discussion in the thread  looks like you have checked all the possible reasons and have not found anything.

I would suggest as the issue happens only sometimes as you mentioned and not always it means some criteria/condition is satisfied only then the issue occurs.

I know you said it is random but at the end there will be some logic somewhere in the system, I would suggest incase if you have a list of Incident which had the issue to analyze before saving the form in each of those cases what was specific action performed by the user. is there any common pattern? and then let us know.

Thanks.

[Ashish Ranjan G]

Hi Sourav,

Issue is happening with any random incident assigned to user's group. I worked with user and here is what he is doing:

1. User is updating Resolution Notes / Category / Subcategory and clicking on "Save" UI action to save changes.

2. When it (bug) happens, other changes are saved but Caller field becomes empty after redirection to current record happens. 

I looked into XML schema of the record to check whether caller's sys_id is shown after Caller field is emptied. The XML shows no values then. That means, caller field value is getting cleared by some server side object.

Any thoughts?