contact_type on incident and requests not showing all values (self-service)

[rcm]

I am using the contact_type field from the task table in both Incidents and Requests.

I have defaulted the value to be self_service and it populates correctly when an incident or request is created.

However if I default the value to be e-mail then it only allows me to choose either email or phone in the dropdown list ( or a new option i.e. walk-in ) BUT it never shows the self-service option in the drop down list at all. So the scenarios are

(1) Default to email - self-service doesn't appear in the list

(2) Default to self-service - it does appear in the list and allows me to save

(3) Default to self-service - if I amend to be email and save then self service disappears from the dropdown list.

This happens on both incidents and requests.

[Robert Chrystie · Accepted solution]

Hi Richard,

It sounds like there is likely a client script that is running and removing the option of self-service.   When you set the value either as the default or via script, then it will appear as a valid option, however it is not available to select manually.   Can you check if there are any scripts running which are using a g_form.removeOption?

The primary reasoning behind doing something like this, is that if a help desk analyst manually creates an incident, then by definition, that isn't self-service for the end user, and shouldn't be an option for that analyst to select.   Yet we can script that value from a Record Producer that an end user would go fill out themselves.   That way we can accurately report on how many people are taking advantage of our self-service options vs those continuing to call the help desk.

Thanks,

-Robert

[Ximizu]

I have you checked if the choice Self-service is set to inactive=true ?

(right click on Contact type > Show Choice List)

If inactive=true, the choice Self-service won't show in the list Contact type, unless the incident/request is created with default value = self_service for the Contact type field. That's why you are able to see it in your example (2) and (3), but as soon as you save the incident/request with another value than self_service in Contact type, it won't show anymore.

[rcm]

Thanks for the notes - The self-service is not set to inactive = true   - it is certainly active.

I will check any client side scripts and advise.

[rcm]

I have checked and there was indeed a client script stopping the option being shown - I believe this is a fallback to the design workshops held a number of years ago when it was not envisaged for custoemrs to use the Self Service Portal.

Thanks