How to pass the channel in submit producer rest API

[prasadpotale]

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

[dgarad]

Hi @prasadpotale 

go to the record producer table and find the record name like ' Create a case for a product' . open the record producer and scroll down there is a script section. you can find logic written for channel updates.

[arnabwa · Accepted solution]

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

[prasadpotale]

Thanks @arnabwa , we used the business rule and also to send the channel through rest API we added new variable, now its working fine for us.

[arnabwa]

Good to hear that. Happy working.