ESS users populated in the caller_id field of incident Issue ESS users or users without ITIL role are populated in the caller_id field of an incident record, ITIL and above are notCauseBusiness Rule - incident functions - /nav_to.do?uri=sys_script.do?sys_id=68c334efc0a80164016c1bce9b634660%26sysparm_view=advancedDynamic default - Incident Get Caller - /sys_filter_option_dynamic.do?sys_id=0d39d9105f220100a9ad2572f2b47796&sysparm_view=advancedResolutionBefore the incident form is submitted, the caller_id field is filled out due to the Dynamic Default 'Incident Get Caller' which is configured in the Default Value tab of the dictionary for the caller_id field. When navigating to the Dynamic Default record at /nav_to.do?uri=sys_filter_option_dynamic.do?sys_id=0d39d9105f220100a9ad2572f2b47796%26sysparm_view=advanced, you'll see that the value is populated by a pre-built business rule named 'incident functions' which can be found at nav_to.do?uri=sys_script.do?sys_id=68c334efc0a80164016c1bce9b634660%26sysparm_view=advanced. The business rule is designed to set the caller_id field with the user who is currently logged in, provided they are an ESS user and do not possess the ITIL role.