How to find out if an Incident ticket is created from the portal?

[payaljain]

How to find out if an incident ticket is created from the portal.

the contact type self service can be set even when you create a ticket from the service-now instance and not the portal.

[Karthik Reddy T]

Hello Payal,

Refer the below links may helpful to you.

How to find out if an Incident ticket is created from the portal?

http://wiki.servicenow.com/index.php?title=Incident_Management#Logging_Incidents&gsc.tab=0

[dimitrov]

Hello Payal,

You have variety of ways to do this:

One of this is when the incident is created from the portal you can set the contact type to self-service or you can create a new choice option for the incidents created into the SP. Then you can exclude this option from the Contact type field into the form in order to not be visible into the backend form of the incident and the users will not be able to select it. Only created incidents from the portal will have this value.

Kristian Dimitrov

Mark Correct if this solves your issue!

[Brad Tilton]

Hi Payal,

The traditional way is using the contact type field. If you're having an issue with process users setting that field to self-service when taking phone calls or emails I would just remove the ability for them to do that.