How to insert Caller name in Incident template

[Kazu4]

Id like to create incident template for contacting customers.

I want to insert customers name in "Additional comments" automatically,
so entered as below,

javascript:"Dear "+gs.current.caller_id.LastName()

but the result is "Dear undefined".

How can I insert caller user name of current incident?

[Rekha Esadkar]

Hi @Kazu,

I tried on my Instance.And its working Please check code

javascript:"Dear "+gs.getUserDisplayName()

and for all View means when you impersonate user then current user will populate in additional comment for that you have to right in global field.

But it will Add current logged in users name

Please mark it as helpful (or) correct if  it is helpful.

and if you any query then reply.

[Kazumichi Eguma]

Hi Rehka,

Thanks for reply.
But this one returns current logged in user.
Is there any way to return Caller name of the Incident record?

Thank you.

[Kieran Anson]

Hi,

For this sort of template fill look into response templates which were designed for this purpose.

Response Templates

[Kazumichi Eguma]

Hi Kieran,

Thank you!
This would perfectly work for my requirement,
but at the moment, response template is not activated in our instance.

Ill contact IT team if it could be activated.
Thanks.