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

[Shiva prasad t]

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.

[Pavankumar_1]

Hi @Shiva prasad t ,

Refer below article.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0958394

[Shiva prasad t]

Hi @Pavankumar_1 

But According to the kb_article contact type field is always default to self service.

In my scenario, when the incident is created through employee center portal then only it should be self service. And if it's created through virtual agent using chatbot from the portal then it's default to virtual agent.

[Pavankumar_1]

Hi @Shiva prasad t ,

By default you will get contact type whether it is portal or virtual agent. But not sure if it is record producer and topic on virtual agent.

1. On record Producer script use below script.

current.contact_type = 'self-service';

2. On virtual agent how you are creating incident is it a OOTB topic or custom topic.

you can set contact type as virtual agent on topic.

[Shiva prasad t]

Hello @Pavankumar_1 

On virtual agent we are creating incident in custom topic.

So can you please tell us how we can add contact type in virtual agent. But we don't need to take it as a question. Instead of that we need to add it in script only.

For example: for category which we had taken as question in the flow, we had taken like this in the script ( incidentGr.category = vaInputs.category;). so for contact type field how can we take it even if it is not a question in the flow