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!
