CTI Screen Pop an Existing Incident ID

[ronniel]

I am trying to screen pop the existing incident of the caller and can't seem to make this work.

Example:   In the IVR we will check (REST) the caller ID to see if they are a valid user and have an open case.

In a perfect world - the caller will have an open case.

I want to take the INC number (pulled from querying the caller ID) and populate that to the screen for the help desk agent so when they get the call - the customers INC is already up and ready for them.

I used the wiki and was able to screen pop based off a name - but not for the existing incident.

Suggestions??

[ronniel]

A little more detail:

I came up with this link:

https://devXXXXX.service-now.com/cti.do?sysparm_query=number=INC0000041

https://dev11065.service-now.com/cti.do?sysparm_query=number=INC0000041

That's a valid ticket number but when i send this link it always opens a new INC.

[Michael Fry1]

I think the URL should be: https://dev11065.service-now.com/cti.do?sysparm_task_id=inc0010041

that should open the Incident

[ronniel]

That opens a task but not the INC.

I was able to make it work with the sys_id of the INC:

https://xxxxx.service-now.com/task.do?sys_id=471eb058a9fe198100f89592e1ea93d3