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

[prasannaposetty]

Hi geet,

I've added the below function (BR Script) to CTI Processing BR and use the below URL to trigger my custom script

URL:

https://YourInstance.service-now.com/sysparm_cti_rule=cti_case&sysparm_caller_phone=PhoneNumber

BR Script:

function cti_case() {
var url = null;
var name = sysparm_caller_name;
eid = sysparm_caller_id;
var inputPhone = sysparm_caller_phone;
var phone = '(' + inputPhone.substr(0, 3) + ') ' + inputPhone.substr(3, 3) + '-' + inputPhone.substr(6, 4);
var mobile_phone = phone;
var taskID = sysparm_task_id;
var fQuery = sysparm_query;
if (fQuery == null)
fQuery = '';
var view = sysparm_view;
if (view == null || view == '')
view = "case";

var userID = null;
if (eid != null && eid != '') {
userID = UserGetSysId("employee_number", eid);
}
if (userID == null && name != null && name != '') {
userID = UserGetSysId("name", name);
}
if (userID == null && phone != null && phone != '') {
userID = UserGetSysId("phone", phone);
}
if (userID == null && mobile_phone != null && mobile_phone != '') {
userID = UserGetSysId("mobile_phone", mobile_phone);
}
if (userID != null) {
var gr = new GlideRecord("sn_customerservice_case");
gr.addQuery("active", "true");
gr.addQuery("contact", userID);
gr.setWorkflow(false);
gr.query();
if (gr.next() && gr.getRowCount() == 1)
url = "cti.do?sysparm_task_id=" + gr.sys_id + "&sysparm_view=" + view;
// if (gr.next())
else if(gr.hasNext())
url = "sys_user.do?sys_id=" + userID + "&sysparm_view=" + view;
} else {
if (taskID != null && taskID != '') {
//var task = new GlideRecord('incident');
//task.addQuery('number', taskID);
//task.query();
//if (task.next()) {
//if (typeof(sysparm_work_notes) != 'undefined')
// task.work_notes.setJournalEntry(sysparm_work_notes);
//if (typeof(sysparm_priority) != 'undefined')
// task.priority = sysparm_priority;
//task.update();
//}
url = "cti.do?sys_id=" + taskID + "&sysparm_view=" + view;
}
}
if (userID != null) {
if (fQuery.length > 0)
fQuery += "^";
fQuery += "caller_id=" + userID;
}
if (url == null) {
url = "sn_customerservice_case.do?sys_id=-1";
if (fQuery != null)
url += "&sysparm_query=" + fQuery;
}
answer = url;
return url;
}