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

rcm · ‎11-17-2015

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 · ‎11-17-2015

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

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samurai2 · 2 weeks ago

@rcm
How did you manage to solve it? I am facing the same issue