ALERT: Some images may not load properly within the Knowledge Base Article. If you see a broken image, please right-click and select 'Open image in a new tab'. We apologize for this inconvenience.

Applicant's phone number is automatically changed on the form

book

Article ID: 240971

calendar_today

Updated On:

Products

CA Service Management - Service Desk Manager

Issue/Introduction

If the [Applicant's Telephone Number] is changed, when the incident is reassigned the value of this field ([Applicant's Telephone Number]) returns to the value that the applicant has on the user detail screen, losing the telephone that the applicant had. specific requester for this particular ticket.

Environment

Release : 17.3

Component : SDM - Classic UI

Resolution

The Incident Details form had been customized and included custom Javascript code.

Recommended that he review the custom Javascript code associated with his customized form.  He was able to debug the Javascript to resolve the problem.