CTI.do to create case

hakansuri · ‎01-24-2017

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 · ‎01-24-2017

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

View solution in original post

prasannaposetty · ‎05-09-2020

Hi,

I've the same requirement, can anyone guide me on how to achieve it?

Thanks in advance!

Ashley · ‎02-18-2021

Good Afternoon,

Was you able to get this to work, I have ran into the same problem, need it to point to Agent Workspace?

Kind Regards

Ashley

geet · ‎08-13-2021

Hi Ashley,

Did you get this worked out?

If yes, then please help me.

Ashley · ‎08-13-2021

Hi Geet,

I'm afraid not, we ended up the scraping the solution as we couldn't get it to work too our needs.

Kind Regards

Ashley

geet · ‎08-13-2021

ok, thanks for replying.