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'

View solution in original post

Anubhav Srivas1 · ‎12-23-2019

I don't see any previous incidents on the service portal.

Brian Lancaster · ‎12-23-2019

What account are you logged in as? Have your verified that, that account has incidents in a resolved or closed state? This works in my PDI.

Anubhav Srivas1 · ‎12-23-2019

I'm currently on my DEV instance.Please have a look at the screenshot. I have a catalog item called create incidents and i have created a variable called previous incident.

Brian Lancaster · ‎12-23-2019

Yes I understand that but does the account your logged in as have any resolved or closed incidents where they are the caller?

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.