update caller to email and department name in short description dynamically

[Priyansh_98]

Hi ALL,

i want to update caller's email and department name in short description when ever a incident record created on snow.

can any one help me with that?

Thanks,

[Runjay Patel]

Hi @Priyansh_98 ,

Write before insert BR and use below code.

(function executeRule(current, previous /*null when async*/) {
    // Ensure there's a Caller
    if (current.caller_id) {
        // Get the Caller record
        var caller = new GlideRecord('sys_user');
        if (caller.get(current.caller_id)) {
           
            var email = caller.email;
            var departmentName = caller.department.name;
            current.short_description = 'Caller: ' +email+'  Department: '+ departmentName;
        }
    }
})(current, previous);

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[Ankur Bawiskar]

@Priyansh_98 

you can use before insert BR on incident table

Condition: Caller ID [IS NOT EMPTY]

Script:

(function executeRule(current, previous /*null when async*/) {
        current.short_description = 'Email: ' + current.caller_id.email + ', Department: ' + current.caller_id.department.name;
})(current, previous);

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Priyansh_98]

Hi @Ankur Bawiskar ,

Thanks for your response...!!

can i do it using client script also?

i tried getreference method on client script, but i am not able to get department name. i am getting undefined..!!!

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isLoading || newValue === '') {
        return;
    }

    var cl = g_form.getReference('caller_id');

    // alert(cl);
    // alert(cl.email);
    alert(g_form.getDisplayValue(cl.department));
    var email = cl.email;
    var dept = cl.department.name;

    var desc = g_form.getValue('short_description');

    var new_desc = desc + '_' + email + '_' + dept;
    g_form.setValue('short_description', new_desc);

    function callback() {
      
    }
}

output below..

Thanks,

[Ankur Bawiskar]

@Priyansh_98 

you will have to use GlideAjax for this as you cannot dot walk 1 more level in client script.

Why not use Business rule?

It will avoid creation of script include and client script

If my response helped please mark it correct and close the thread so that it benefits future readers.