Service Desk Call "Caller" overwrites user record

[shane_davis]

Hi,

        We are looking into using the Service Desk Call application so we have activated the plugin in Sandbox and added the caller's location and phone number fields to the form.   One thing that we've noticed is that when we change the location and phone number (user not at normal location), it overwrites the actual user record.   Since our user records are imported/updated daily, that information is overwritten the next day.

        I looked at the dictionary on the Service Desk Call's Caller field and it is a reference to Caller which makes sense.   Our goal is to be able to put the current information for our users and NOT update the main user record.

Thanks,
Shane

[Pradeep Sharma · Accepted solution]

Hi Shane,

If I understand your question correctly, You have pull the reference field(caller) table fields on the form. In this case if you make any update then it will update the sys_user table also. Hence you have to create the custom field on the form and have a client script which will populate the info on the form. In this case even if you change the value on the form it will not update the user record. Make sense?

Please let me know if you have any questions.

[shane_davis]

Pradeep,

        That is correct.   The OOB Caller field on the form causes the user record in sys_user to be overwritten.   I created a new field and am now working to see where the OOB script is that populates the user information like location and phone.   Thank you for your help!

Shane

[Pradeep Sharma]

Hi Shane,

Glad it is working now

Would you mind marking my answer as correct if this answered your question.

[Victor Ruiz]

CallTypeChanged BR is what populates those fields.