Copy short description of record producer to the incident

Chirag Pathak · ‎02-09-2024

Hi community,
I had a requirement to add the short_description of the record producer to the incident's record producer and similarly when a incident is created with the record producer it should update the channel on the incident to self-service

Jyoti Jadhav9 · ‎02-09-2024

Hi @Chirag Pathak

If you know the short description of the record producer then you can store this value in variable as a static.

for ex.

var sd= 'Application Software Incident';

current.short_description = sd;

current.contact_type = 'self-service';

Please hit the like button if my suggestion has helped you in any way.
Please mark correct if my response has solved your query.

Thanks & Regards

Jyoti Jadhav

View solution in original post

Dr Atul G- LNG · ‎02-09-2024

Hi @Chirag Pathak

It is OOTB , of you check record producer, and you raise incident from portal, you can see the incident is getting the contact Type to Self Service.

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Chirag Pathak · ‎02-09-2024

Unfortunately that is not happening its creating the incident but not setting the channel to self-service

swathisarang98 · ‎02-09-2024

Hi @Chirag Pathak ,

You can write the below code in script part of RP so you can directly map the RP field field with incident table field

current.short_description = producer.short_description; Here current.<incident field value> = producer.<record producer field value >

and for channel you can write current.contact_type = 'self-service';

Please check and Mark Helpful and Correct if it really helps you.

Regards,

Swathi Sarang

Chirag Pathak · ‎02-09-2024

Hi,
I did try that it did not work.