CTI.do to create case

[hakansuri]

A customer wants a URL base integration with case form.

CTI.do with parameters opens up an incident form.

How can we configure that form that it opens up a case form instead?

Thanks

H

[Brad Tilton · Accepted solution]

I believe you can set a script include that controls the behavior of what happens and then call it with a parameter passed to the cti page.

sysparm_cti_rule=name where 'name' is the name of a function to be invoked for CTI processing rather than using the default script. The function must be defined in a sys_script entry marked client callable. If the function needs to insert, update, or delete any GlideRecord(s), it must call a separate non-client callable function to perform the update(s).

Computer Telephony Integration

[hakansuri]

Thanks Brad. Thats really helpful.

So its about creating a business rule, which is client callable. do we need to specify the table for the business rule? or leave it blank, since its client callable.

[Brad Tilton]

I believe the table needs to be global

[ankit_gupta1]

Hello Brad,

Can you please help me on this CTI integration .

Thanks in advance.