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Update Caller Record in SOW

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KeithM1
Tera Expert

‎04-16-2026 01:27 PM

Hello All - I'm trying to update the Caller Record in SOW to show Recent Requests the same as the Recent Incidents

KeithM1_0-1776370685955.png

 

In UI builder, I went to SOW - Sidebar tabs top 

KeithM1_1-1776370973772.png

and found the Caller Record.  I duplicated the Recent Incidents_tier 1 and called it Recent Requests.  From there on the right-hand side of the screen, on the Configure tab, there is Component Visibility, which is this:  

KeithM1_2-1776371097249.png

I need to change it so that instead of the incident table it is the RITM table (sc_req_item).

 

I guess my question is two-fold:  1) am I on the right track and 2) if I am, how do I change the name of the table from incident to sc_req_item?  It's not as simple as highlight and just type it in unfortunately.

 

I appreciate any and all help with this!

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Shruti
Giga Sage
In response to KeithM1

‎04-29-2026 07:20 AM

In step 3 you need to update below line to make sure requested for field is used instead of opened_by

var callerField = (table == INCIDENT) ? "caller_id" : (table == INTERACTION) ? "opened_for" : (table == REQUEST) ? "requested_for":"assigned_to";

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Shruti
Giga Sage
In response to KeithM1

‎04-29-2026 07:20 AM

In step 3 you need to update below line to make sure requested for field is used instead of opened_by

var callerField = (table == INCIDENT) ? "caller_id" : (table == INTERACTION) ? "opened_for" : (table == REQUEST) ? "requested_for":"assigned_to";

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danpaff
Tera Contributor
In response to Shruti

2 weeks ago

@Shruti  I noticed something that it seems @KeithM1 ran into based on the screenshot shared when the Recent Requests link was clicked.  There is no label for "Recent Requests" and there also is no message "No Recent Requests" below the icon.  If you select another list - such as Recent incidents and go back to Recent Requests (with none returned) you will see "No recent incidents" as the message.

Also, if there are Requested Items in our instance, when you click the "View all" link it will take you to ALL RITMs, not just those that match the User and time filter.  It seems the Label isn't passed to/read by the sub-screen and both the Label and Query aren't passed/read when the "View all" link is clicked.

 

Any ideas?  I haven't found anywhere that seems off that would com into play.

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danpaff
Tera Contributor
In response to danpaff

2 weeks ago

A colleague figured out the "View all" issue.  Somehow the "Open list page" Client Script Event wasn't on the "View All Button" in the Caller Records Default variant of the Caller Records Viewport.  Adding that Event fixed that issue.  Still looking into the Label/message display issue.