The dictionary attribute ref_contributions=user_show_incidents is not working on new_call form. - Support and Troubleshooting

The dictionary attribute ref_contributions=user_show_incidents is not working on new_call form. Summary Some users add the attribute: ref_contributions=user_show_incidents to the Caller field new_call table to show the related Incident records. However, when clicked in the Related Incidents Icon, it'll not filter the incident records as per the caller and shows all the records.

It is expected behavior. The attribute "ref_contributions=user_show_incidents" doesn't work for new_call table. This is because the UI Macro: user_show_incidents expects the "caller_id" field to apply the filter on the Incident table.

The UI Macro gets the field name of the reference field using the "${ref}" parameter used in lines 5 &6. On the Incident table, the reference field name is 'caller_id' and on the CALL table, the field name happens to be 'caller'

/sys_dictionary.do?sys_id=946ab4361b061010593876a61a4bcb65 --- Incident table, "caller_id" /sys_dictionary.do?sys_id=2156c1cb1b421010593876a61a4bcb55 --- CALL table, "caller"

The UI Macro always searches incident table list and the query is built based on the "${ref}" reference field name on which the macro is invoked On the CALL record, the query returned will be: "caller=" (which is not a field on the INC table and hence all the INC results are returned) On the Incident record, the query returned will be: "caller_id=" (which is, in fact, a correct filter condition and hence proper results are shown)

Since the 'caller' on the CALL table is not a field on the Incident table, this issue is happening. So, the attribute shouldn't be used for the caller field on the CALL form.