Changing lowercase letters to uppercase letters

[lucasjt]

Hey guys.
When I opened an incident using the chatbot, in the "channel" field it comes as "Chatbot", but very rarely, it comes as "ChatBot":

When it comes to "ChatBot" (with the capital letter B), the field in the incident list is blue, as if it didn't exist.

The question is, does anyone know anything I can start investigating? Any directions?

This is an instance of a client. Where they extract data from ServiceNow (from the incident table) to use outside the platform, and this is causing problems.

Thanks!

[AshishKM]

Hi @lucasjt ,

Check the Choide [ sys_table] for Inciden table Channel values, ChatBot exist or Chatbot. 

There may be somewhere ChatBot process is setting channel value as ChatBot instead of Chatbot.

-Thanks,

AshishKMishra

[Danish Bhairag2]

Hi @lucasjt ,

Can u check if those incidents where blue chatbot comes are created via some integration or script & not manually.

The reason when Blue color comes is that record at the time of insertion is not present in the database.So as you said like u have an option Chatbot but some incidents have capital B in it.

This does not happen when manually an incident is created bcz u need to select from the available options. But in case of integrations or some script it can happen.

If u have a virtual agent or chat bot in ur instance please check there is there is any flow where incident creation happens automatically ,if yes is there any script or wrong Chatbot name entered with capital B.

Thanks,

Danish

[Sandeep Rajput]

@lucasjt The potential sources for this issue could be a Business rule, script include or a third party integration. If you manage to find the please from where this record is originating you can fix the field value there.

In case if you don't get a clue about this issue, then you can simply fix the existing records via a background script and for the new records, you can simply create an onBefore Insert/Update business rule and apply a filter condition Channel Contains ChatBot. In the Action section of the BR you can set the Channel value to Chatbot.