How, If an incident is created through the portal is should default to self service?

Shiva prasad t
Tera Guru

If an incident is created through the employee center portal, then channel field should default to self-service and if it is created through virtual agent it should default to virtual agent.

1 ACCEPTED SOLUTION

Hi @Shiva prasad t ,

You may used utilities as Record Action and Action type as create record and selected table as incident. You can add field and set contact type as Virtual agent.

If it helps please click Accept as Solution/hit the Thumb Icon.
ServiceNow Community MVP 2024.
Thanks,
Pavankumar

View solution in original post

5 REPLIES 5

Hi @Shiva prasad t ,

You may used utilities as Record Action and Action type as create record and selected table as incident. You can add field and set contact type as Virtual agent.

If it helps please click Accept as Solution/hit the Thumb Icon.
ServiceNow Community MVP 2024.
Thanks,
Pavankumar