The CreatorCon Call for Content is officially open! Get started here.

Is it possible to set Channel on Incident Form as "Chat" ONLY when it is created through Interaction

Priyankamahajan
Tera Contributor

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

HIROSHI SATOH
Mega Sage

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.