How to pass the channel in submit producer rest API

prasadpotale · ‎04-09-2024

We are using rest API to create case using the submit producer API

/sn_sc/servicecatalog/items/39a1a7001b420d1028c82024604bcbb8/submit_producer

We tried sending
"engagement_channel" : "chat",

"contact_type": "chat"

But whatever we send it always show channel as web

arnabwa · ‎04-11-2024

Dear prasadpotale,

There seems to be an issue with the platform itself on this contact type field.

We faced a similar issue while setting the value of the contact type field through record producer script.

It always set to a default value no matter whatever we set. But this works fine when we use a BRule to set the value.

Though our issue is not exactly what you have where you want to send the contact value via rest, but I strongly recommend to reach out to nowsupport for this as it may be because of this issue we had faced or at least a by-product of this issue.

See the PRB1739136 for more details.

Hope you find what you want.

Many Thanks,

Arnab

View solution in original post

dgarad · ‎04-09-2024

Hi @prasadpotale

Check the record producer script. there is any logic update channel info?

e.g current.contact_type = 'self-service';

If my answer finds you well, helpful, and related to the question asked. Please mark it as correct and helpful.

Thanks
dgarad

prasadpotale · ‎04-09-2024

Hi @dgarad thanks for the reply, following is the script which is there in record producer,

var util = new sn_customerservice.CitizenServicesUtil();
util.recordProducer(producer, current, RP.getParameterValue('sysparm_id'));

dgarad · ‎04-10-2024

Hi @prasadpotale

please check the below screenshot. record producer script there is logic written for channel update.

If my answer finds you well, helpful, and related to the question asked. Please mark it as correct and helpful.

Thanks
dgarad

prasadpotale · ‎04-10-2024

Thanks for the reply and pointing in right direction, we do found place where the contact_type is set in the script, but when I commented it now its setting the contact_type as "Phone", as the default value for this field is configured as "Phone", now the problem is whatever I send in request it always set contact_type as "Phone", I tried with following json tags,

"engagement_channel" : "chat",

"contact_type": "chat"

any help on this?