If you prefer not to create a new field, you can include a specific format in either the short description or the description field, like this: "Description: [Actual description]" Then, in the business rule, you can set a condition to trigger when the description starts with "Description". If you want this rule to apply only to record producers, you'll need to add additional conditions to check for that context.
OR
you can utilize the "contact_type" field on the incident form, set it as "self service" , when you submitted it from the record producer and add a condition in the business rule for the same.
If my answer solved your issue, please mark my answer as ✅ Correct & 👍Helpful based on the Impact.
