Is it possible to set Channel on Incident Form as "Chat" ONLY when it is created through Interaction
Options
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎08-26-2024 04:14 PM
Is it possible to set Channel on Incident Form as "Chat" ONLY when it is created through Interaction in Service Operations Workspace
1 REPLY 1
Options
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎08-26-2024 07:13 PM
Yes, it's entirely possible to configure the "Channel" field on an Incident form to be set to "Chat" ONLY when the Incident is created through an Interaction.
Implementation Methods in ServiceNow:
- Script Includes: Create a script include that runs after an Interaction is created and updates the "Channel" field of the Incident record to "Chat".
- Business Rules: Create a business rule that meets the creation conditions of the Interaction and updates the "Channel" field of the Incident record.
- Client Scripts: Use a client script on the Interaction form to set the "Channel" field to "Chat" when creating an Incident.