Need to find Werther the sc_request is created using virtual agent or self-service.

[praveen1231]

Hello everyone,

I have a requirement to determine whether a Request and its associated RITM were created through a Virtual Agent or self-service. If the creation occurred via the Virtual Agent chat, the state field in the `sc_request` table needs to be set to "Pending." Could anyone share ideas on how to achieve this with server side or client side scripting's and without using a Virtual Agent flow. Thanks in advance!

For example need to find RITM0072313 is submitted via virtual agent or not.

@shane_faber 

[vermaamit16]

@praveen_rajan 

You are not looking at the right field. Configure the Form Layout to include Contact Type field and retry. Refer below screenshot :

[vermaamit16]

@praveen_rajan 

Also, you should name the Business Rule and save it so that it can execute.

[praveen_rajan]

@vermaamit16 But there is no contact type field in RITM table. Werther, I need to create new field as contact type?

And channel has the field value as contact_type.

[vermaamit16]

@praveen_rajan 

I just tried simulating this on my PDI. When a RITM is submitted via Virtual Agent, it is not creating Interaction Related Record task for Service Requests and Incidents so this approach will not work. 

Alternatively, the only way I see as of now is to set the contact_type from the Virtual Agent itself. Let me go through some of the tables to find a way by that time.

[praveen_rajan]

@vermaamit16 Thanks for sharing your valuable knowledge with me!!