Contact (Caller_ID) on the incident form disappears for ITIL user when the Caller is set to inactive.

Steps to Reproduce

1. In OOB Madrid instance, create the following UI Policy.
Short description: "Testsnc"
Table: "incident"
Onload: "true"

2. To the above UI Policy, create a UI Policy action as follows:
Field name: ""
Mandatory, Visibile, Read only --> you can either set them to anything, or leave it as "Leave alone" (doesn't matter)

3. Make "Abel Tuter" caller for some open incidents:

4. Make sure "Abel Tuter" doesn't have any roles, and de-activate him.
Active: false
Locked out: true

5. Impersonate "ITIL user", and access the incident's list to which "Abel Tuter" is the caller.

6. From incident list view, "caller_id" displays value for "Abel Tuter"

7. Open any record, and see that "Caller (caller_id)" field is empty and mandatory.

Expected Behavior:
"Caller (caller_id)" field should display its value.

Actual Behavior:
"Caller (caller_id)" field is empty and mandatory.


Workaround: Any 'one' of the following should work, based on customer's requirement:

1. Adding "&& (!gs.hasRole("itil"))" to the condition of 'User query' business rule will be a workaround, so it doesn't execute for ITIL users.


2. Finding and de-activating the UI Policy/Client script acting on the dot walked fields from the reference field that's affected. In this case UI policy that we created that acts on "" field.

Related Problem: PRB1341948

Seen In

There is no data to report.

Intended Fix Version

New York

Fixed In

Madrid Patch 4

Safe Harbor Statement

This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-23 08:28:31