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Question

How to display phone of Contact User custom field (not Affected User)?

  • November 23, 2025
  • 2 replies
  • 23 views
M
Sidekick (Customer)

Hi everyone,
I have a question about assyst Self-Service / Logging Forms:

I have a custom field of type Contact User (lookup). What I need is: when the end user selects a contact user in this field while logging a request, the form should immediately display that selected user’s mobile/telephone number (instant display), regardless of who the Affected User is.

I tried to do this via assyst ETM Inbound, but it didn’t work because the inbound only returns details for the Affected User and does not bring back any details for the user selected in the custom Contact User field. Also, the phone field I want to populate is a single-line string, and it doesn’t support derivation/expressions on the form.

My question:
Is there any out-of-the-box way or configuration that allows showing the selected Contact User’s details (especially phone number) instantly on selection?

If anyone has an example or best practice for this, I’d really appreciate your help.

2 replies

R
Sidekick (Customer)
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Hi! 😊

I’m not sure if I can answer the underlying question, but to clarify your situation: you want the selected contact user’s mobile/telephone number displayed in the logging form while the end user is still filling out the form? This seems to contradict what you are talking about using ETM later in the post.

You have this tagged with 25R2, so I’m sorry if this is incorrect and if this next part is something that you know is coming in the next release of assyst and iPaaS 😅.

To my knowledge, this at least as of now is not something that is possible, as ETM should only be able to act once the event has been saved. Getting the telephone, personal, or other fields from a contactUser resource should be easy using ETM and possibly some field extensions during datamapping, and you could then add this contact user information to a single-line string field on the event form. However, this would only be applied after the event is saved and no longer editable by the end user.

If the need is for real-time instant display of this inherited contactUser data before the event is saved, then I’m not sure if this can be done out of the box. There is some ideas that asks for something similar to this functionality, and if this or the related idea in the comments were to be implemented. Here is the link to these ideas:

 

https://community.ifs.com/ideas/add%2Dcustom%2Dfields%2Dto%2Da%2Dform%2Dthat%2Dare%2Djust%2Ddisplay%2Dfields%2Dof%2Ddata%2Din%2Dassyst%2D23951


Is my understanding of the issue you’re trying to solve correct?

If the linked ideas seem suitable, it would be great if you could add your use case to either of them to highlight your need for such functionality.

Best regards,
Richard

O
J
Do Gooder (Customer)
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  • Jeremias
  • Do Gooder (Customer)
  • November 27, 2025

Depending on the use case, you could also consider whether the “Followers” feature would be helpful. In the new UI, contact users can also be viewed with detailed information (On the large View). I suspect that features like this will be expanded further in the future.

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