Changing the Caller ID

[adamcarty]

Currently in the OOB instance that we have installed, the caller field in an incident ticket appears to be referencing a column called caller_id. In our organisation there are two types staff numbers in which people are identified and I would like to try and make the caller field searchable by both types of numbers ie one person can be identified with staff number A, or another staff member in a different country is identified with staff number b.

Is this possible. I have added these two fields into the user form, however everytime i try to change the reference to caller_id to staff number A for example, i get a message stating that I cannot change the original dictionary entry.

Can anyone please help??

Thanks
adamcarty

[Ivan Martez]

Out of the box, reference fields are set up with a "contains" search. Check here for more information
http://wiki.service-now.com/index.php?title=Reference_Fields#Contains_Auto-Complete_Search

You need to configure the Caller field to search on the 2 fields you described above. You need to configure this as an attribute on this field. Check here for more information.
http://wiki.service-now.com/index.php?title=Reference_Fields#Configuring_Auto-Complete_to_Match_Text_From_Any_Reference_Field

[adamcarty]

Hi

Thanks for your comment. Though I am still having issues...

I go into the dictionary record of the Caller field. Out of the box the following is in the attributes field:

javascript:incidentGetCaller();

I have removed that and have tried a few different combinations including:

ref_ac_columns=user_name;
ref_auto_completer=AJAXTableCompleter;ref_ac_columns=user_name
ref_auto_completer=AJAXTableCompleter;ref_ac_columns=u_uid

user_name and u_uid are the two columns I am trying to reference.

I have no idea what I am doing wrong

Please help.

Thanks
Adam

[Ivan Martez]

I think you may have changed the attribute in the wrong place. the "javascript:incidentGetCaller();" is the default value. You need to update the attribute field. Look at the attachment. This is an example of using the AJAXTableCompleter, this uses a contains search, which is the default and I also added in the department and email fields from the user table. I am now able to search on the name, email or department fields.

[adamcarty]

Ivan thankyou very much
This did the trick PERFECTLY!!!!
Another requirement signed off.

Many thanks