CTI Business Rule Override not working

[Florian CHAMOI1]

Hi,

I have a customer requirement regarding CTI Integration. Instead of using the default behavior with the CTI Processing Business Rule, I would like to create a (Service Desk) Call on the new_call table.

There are a few posts mentionning the creation of a custom BR and calling, in addition to the SN documentation here (we're on Jakarta): https://docs.servicenow.com/bundle/jakarta-platform-administration/page/integrate/incident/reference/r_ComputerTelephonyIntegration.html

It is not clear for me what to call in the sysparm_cti_rule parameter in the url (is it the BR rule name or the function inside it?), So I tried both, and tried putting it at the beginning of the URL like:

https://<instance-name>.service-now.com/cti.do?sysparm_cti_rule=cticall&sysparm_caller=Fred%20Luddy&sysparm_contact_type=phone

or at the end: https://<instance-name>.service-now.com/cti.do?sysparm_caller=Fred%20Luddy&sysparm_contact_type=phone&sysparm_cti_rule=cticall

I also tried to comment, deactivate, rename the CTI Processing Rule, nothing works, it always runs the standard CTI Processing BR instead of the custom I created.

I tried working on the OOB CTI Processing Rule in a dev instance, and it does what I want to do, but I would really like not to customize it on my customer's instances.

In the post below, it is mentionned using a Script Include instead of the BR mentioned in most posts and SN documentation, so I'm gonna give it a try but I'm surprised there is so few posts about this considering I've been able to reproduce this problem on a dev instance. Am I missing something here ?

https://community.servicenow.com/community?id=community_question&sys_id=64598b25db5cdbc01dcaf3231f96192d

Thanks for your advice 🙂

Regards

Florian

[Florian CHAMOI1 · Accepted solution]

The BR CTI Processing actualy calls an OOB Script Include CTIEvaluator. The sysparm_cti_rule you may put in your URL can be a Script Include (I did with the Script Include in my case and it works like a charm).

The functionality is well explained in KB0620953 on HI

I picked the BR & Script Include of Göran Lundqvist in the post below, adapting a bit because the caller in my case is calculated from the phone number, and it works like a charm.

This post helped a lot: https://community.servicenow.com/community?id=community_question&sys_id=46034e27dbb01b80032a7a9e0f961967

Regards