Client script works partially service operation workspace

[Tal5]

Dear Experts,

I would be grateful for your assistance with an issue I am encountering.

I am working with a client script on an incident form where I am supposed to automatically retrieve data such as the phone number and location upon selecting a caller.

On the Service Operation Workspace, while the location is correctly populated when I select a caller, the phone number field remains unfilled.

Has anyone encountered a similar issue, and could you offer guidance on how to resolve it?

Thank you for your support.

Best regards,
Tal

[Rizwan34]

• Check Script Logic: Review the script for logical errors or incomplete code.
• Verify Permissions: Ensure the script has the necessary permissions to access and manipulate the required data.
• Test in Different Contexts: Test the script in various scenarios to identify specific cases where it fails.
• Check for Errors: Look for error messages in the browser console or ServiceNow logs that might indicate what’s going wrong.
• Review Workspace Configuration: Ensure that the workspace settings and configurations are correct and compatible with your script.

[Bhavya11 · Accepted solution]

Hi @Tal5 ,

why your trying using client script.

you can dot walk to through the caller mobile then bring that to the form so that it will automatically populated if the value present in phone/mobile in user table

just an example 

then before changing the caller value 

after changing it

then in user table these information need to present 

Please mark  correct answer and helpful if it's really worthy for you.

Thanks,

BK

[Slava Savitsky]

If you choose to follow this option, consider using a UI Policy to make those dot-walked fields read-only. Otherwise, your users may edit them without realizing that they are changing the data in the User record and not just in the Incident.

[Haseeb-Ahmed]

Hi @Tal5 ,

Can you share your client script code to figure out the issue and the use case you are trying to achieve.

Thanks,
Haseeb Ahmed