Highlight VIP Caller and Legal Hold Caller

[rachelconstanti]

We currently have incident, request, requested item and sctask setup to highlight the caller if they are flagged as VIP.

We have a need to also highlight the caller if they are on legal hold.

I was able to get legal hold working for incident and request but am getting stuck with requested item and sctask.  

I seem to be getting stuck if the caller is both a VIP and on Legal Hold.

I am using the OOB 'Highlight VIP Caller' client script.  

What does this code do?

g_form.getReference('caller_id', vipCallerCallback);
}

function vipCallerCallback(caller) {
var callerLabel = $('label.incident.caller_id').down('label');
var callerField = $('sys_display.incident.caller_id');
if (!callerLabel || !callerField)
return;

Anyone have to configure something like this?

How did you script this?

Any suggestions are welcome!

Thanks,

Rachel

[Tony Chatfield1]

Hi, without any clear details of your configuration and code it is not possible for the forum to assess differences between your working functionality and your non-working functionality. Perhaps you could update this thread with clear details of your configuration, your code in plain text format and very clear details of your diagnostics -what works\what doesn't work and where the issue appears to be.

[rachelconstanti]

I am trying to modify the OOB 'Highlight VIP Caller' client script.  I believe my issue is with the vipCallerCallback.  Can you help me understand what this is doing?

This is the script:

function onChange(control, oldValue, newValue, isLoading) {
var callerLabel = $('label.incident.caller_id');
var callerField = $('sys_display.incident.caller_id');
if (!callerLabel || !callerField)
return;

if (!newValue) {
callerLabel.setStyle({backgroundImage: ""});
callerField.setStyle({color: ""});
return;
}
g_form.getReference('caller_id', vipCallerCallback);
}

function vipCallerCallback(caller) {
var callerLabel = $('label.incident.caller_id').down('label');
var callerField = $('sys_display.incident.caller_id');
if (!callerLabel || !callerField)
return;

//check for VIP status
if (caller.vip == 'true') {
var bgPosition = "95% 55%";
if (document.documentElement.getAttribute('data-doctype') == 'true')
bgPosition = "5% 45%";

[rachelconstanti]

I am trying to modify the OOB 'Highlight VIP Caller' client script.  I think my issue is with the 'vipCallerCallback'

What does the vipCallerCallback do?  Is this calling a script from somewhere else?

g_form.getReference('caller_id', vipCallerCallback);
}

function vipCallerCallback(caller) {
var callerLabel = $('label.incident.caller_id').down('label');
var callerField = $('sys_display.incident.caller_id');
if (!callerLabel || !callerField)
return;