How to set HR Case [contact_type] field - Set Source for Mobile not working?

[Abbie]

We require the capability to report on HR Cases entered from the browser/desktop portal versus the NOW mobile app.

Current behavior / issue:

HR Cases entered via record producers from the desktop browser AND mobile app always set the HR Case field Source (contact_type)  as Self Service.

Expected / desired behavior:

When HR Case is created via record producer on the NOW Mobile App, Source (contact_type) should be set to Mobile App.

The OOB settings are applied to the instance (screenshots attached):

-Business Rule: Set Source for Mobile is Active

-System Property: gs.isMobile() is Active

-HR Case field: contact_type

Please help! Thank you

[Anmol Neb]

This is an old thread, but I’m updating it as I recently encountered the same issue and couldn't find the answer elsewhere.

The field value is being hardcoded via a Script Include named hr_ServicesUtil, specifically at line 60.

You can review the Script Include directly using the following URL:
sys_script_include.do?sys_id=e0d7bdf79f031200d9011977677fcf15

Hope this helps others who come across the same issue.