Display Custom Email/Phone Field Based on Incident Channel Field and Populate those Field with Caller Information (#2475)

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* Create clientScriptOnChangeCaller.js

* Create GlideAjaxCallerInfo.js

Author: zakir8992

Client-Side Components/Client Scripts/Display Custom Field Based on Incident Channel Field and populate with Caller Information/Display_CustomField_Autopopulate_Caller_1.png

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+var CallerInfoHelper = Class.create();
+CallerInfoHelper.prototype = Object.extendsObject(AbstractAjaxProcessor, {
+
+    getCallerInfo: function() {
+        var callerSysId = this.getParameter('sysparm_caller');
+        if (!callerSysId)
+            return JSON.stringify({ email: '', mobile: '' });
+
+        var userGR = new GlideRecord('sys_user');
+        if (!userGR.get(callerSysId))
+            return JSON.stringify({ email: '', mobile: '' });
+
+        var userObj = {
+            email: userGR.email.toString(),
+            mobile: userGR.mobile_phone.toString()
+        };
+
+        return JSON.stringify(userObj);
+    },
+
+    type: 'CallerInfoHelper'
+});

Client-Side Components/Client Scripts/Display Custom Field Based on Incident Channel Field and populate with Caller Information/Display_CustomField_Autopopulate_Caller_2.png

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+# Display Custom Email/Phone Field Based on Incident Channel Field and Populate those Field with Caller Information
+
+Displays either the **Email** or **Phone** field on the **Incident** form based on the selected **Channel** value (Email or Phone) and populate the fields with the caller’s details.
+
+### Use Case
+- When **Channel = Email**, the **Email** field becomes visible and is auto-populated with the caller’s email address  
+- When **Channel = Phone**, the **Phone** field becomes visible and is auto-populated with the caller’s mobile number  
+- Both details fetched from the caller’s record from **sys_user** table.  
+- The custom Email and Phone fields may also serve as placeholder to update if details differ from the caller record
+
+### Prerequisites
+- Create Two custom fields on Incident Table
+  - **u_email** which captures store the caller’s email address
+  -  **u_phone** which capture caller’s mobile number
+- Create **Two UI Policies** which hides the u_email and u_phone field unless channel choice is phone or email
+- Create an onChange Client Script that calls a GlideAjax Script to fetch the caller’s contact details and populate the custom Email or Phone field on the Incident form
+- To further enhance usecase Regex used on Phone field. Refer (https://github.com/ServiceNowDevProgram/code-snippets/pull/2375)
+  
+---
+
+### Incident Record when channel choice is other than Email or Phone 
+
+![Display_CustomField_Autopopulate_Caller_3](Display_CustomField_Autopopulate_Caller_3.png)
+
+---
+
+### Incident Record when Channel choice is email and populate Email Field by caller's Email
+
+![Display_CustomField_Autopopulate_Caller_1](Display_CustomField_Autopopulate_Caller_1.png)
+
+---
+
+### Incident Record when channel choice is phone and populate Phone Field by caller's Phone Number
+
+![Display_CustomField_Autopopulate_Caller_2](Display_CustomField_Autopopulate_Caller_2.png)
+
+---
+
+
+
+
+
+

Client-Side Components/Client Scripts/Display Custom Field Based on Incident Channel Field and populate with Caller Information/Display_CustomField_Autopopulate_Caller_3.png

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+function onChange(control, oldValue, newValue, isLoading) {
+    if (isLoading || newValue === '') return;
+
+    var ga = new GlideAjax('CallerInfoHelper');
+    ga.addParam('sysparm_name', 'getCallerInfo');
+    ga.addParam('sysparm_caller', newValue);
+
+    ga.getXMLAnswer(function(answer) {
+        // Confirm what you’re actually receiving
+        console.log("GlideAjax raw answer:", answer);
+
+        if (!answer) return;
+
+        var info;
+        try {
+            info = JSON.parse(answer);
+        } catch (e) {
+            console.log("Error parsing JSON:", e);
+            return;
+        }
+
+        g_form.setValue('u_email', info.email || '');
+        g_form.setValue('u_phone', info.mobile || '');
+
+    });
+}