Repeat incidents

Brian Lancaster · ‎09-25-2015

On our record producer for Incidents we have a reference field where a user can choose from their closed incidents. It is using an advanced reference qualifier that is showing as javascript:getCallerClosedIncidents(). This was not working and was showing users all incidents in the system. I went to script includes and could not find getCallerClosedIncidents. I'm trying to recreate it but I'm not 100% sure how to write the script so the reference only pulls the current callers closed incidents. Anybody have something similar?

Brian Lancaster · ‎12-23-2019

If you want to do it base on the caller field on the form you cannot use is dynamic me as that will be the logged in user. You will have to do it with an advanced reference qualifier.

javascript:'caller_id=' + current.variables.caller_id +'^stateIN6,7'

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Anubhav Srivas1 · ‎12-23-2019

ok So i tried doing the same in PROD instance and it actually worked. The only problem i see is if i change the caller name the previous incident remains the same every time and shows mine instead of the caller X.

Brian Lancaster · ‎12-23-2019

I had forgotten about this question since I no longer work for this company. Such a simple way to do it. The only thing I would change since I'm have so much more experience from when I originally ask this question. I would change it to caller is (dynamic) me and state is one of choosing resolved and closed.

Anubhav Srivas1 · ‎12-23-2019

Hi Brian,

I have already tried that but that's not working for me.

Anubhav Srivas1 · ‎12-23-2019

Please have a look at the attachment.

Brian Lancaster · ‎12-23-2019

What are you seeing when your look at the reference field? Are you impersonating an account that has resolved and closed incidents?