Why this is not working?

[user_20]

Disable the Short Description field only if:
Caller’s department is “Finance”, AND • Priority is set to “1 – Critical”. 

    var priority = g_form.getValue('priority');

    g_form.getReference('caller_id', function(user) {

        if (user && user.department) {

            var deptName = user.department.name;

            alert("Department: " + deptName);    //returning undefined

            if (priority === '1' && deptName === 'Finance') {

               g_form.setDisabled('short_description', true);

            }

        }

    });

[Ankur Bawiskar]

@user_20 

you can't dot walk 2 level and hence won't get department name

compare department sysId

    var priority = g_form.getValue('priority');

    g_form.getReference('caller_id', function(user) {

        if (user && user.department) {

            var deptName = user.department;

            alert("Department: " + deptName); //returning undefined

            if (priority === '1' && deptName === 'financeDepartmentSysId') {

                g_form.setDisabled('short_description', true);

            }

        }

    });

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[Ankur Bawiskar]

@user_20 

if customer is not ok with hard-coded sysId then you can use client script + GlideAjax combination for your logic

GlideAjax Example Cheat Sheet (UPDATED) 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏