Open Incident anonymously"

[Eli Guttman]

Hi,

Does anyone familiar with a way to provide user to open an anonymous ticket?

We have a certain kind of incident / request that we would like to allow users to open it anonymously.

Thank you!

[Mark Roethof]

Hi there,

You could update the opened by / created by with a different value. Even if needed through GlideRecord scripting + setWorfklow(false).

Though could you describe your requirement a bit more? Is it an incident raised through the Platform UI by the user self? Or through an integration? Or through a Record Producer on the Service Portal (and the user is logged in?)
Should it also be completely anonymous, or traceable by an admin, though anonymous for other users?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[Eli Guttman]

Hi,

This incident will be raised by record producer, usually in the service portal. user is logged in.

It is not a problem if it is traceable by admin, but for regular user is should be anonymous..

If i will update is using GlideRecord, won't users be able to see this change in the activity log of the incident?

[Mark Roethof]

I don't know of a general function for logged in users to anonymous insert a record. Though I could imagine, that you would update fields, like the created_by, with some anonymous value. You could update system fields with usage of autoSysFields(false) (not setWorkflow(false), my mistake)

Maybe that the audit log might be an issue, because in Activity Log other users might still see who originally inserted the record (or at least, who set the short description, urgency, etc.). Though need to test that, not sure from the top of my mind.

Alternative could be:
Having the record inserted through workflow, when a workflow starts with a 1 second timer, then all next steps will be handled by "system", and not the user. So you could insert the record through workflow, and in record producer script cancel the submission of the record producer (normally the record producer would insert the record, not the workflow).

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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[Mark Roethof]

Curious after this one, I quickly tested some cases:

1) Update the inserted record with autoSysFields(false), gives me:

Looks nice, created by someone, though as expected the Activity Log still displays who created the record.

2) Insert the record through Record Producer script with autoSysFields(false). Does the same, though now no activity log is created (don't know if you want this), all other fields can be influenced. Downside, you also have to add the sys_created_on / sys_updated_on / etc. yourself.

3a) Insert the record through Workflow with one second timer, workflow triggered from Record Producer script, followed by abort of the record producer insert
3b) Insert the record through Scheduled Job running under different account
Both create the record nicely. And under different user (for worfklow: system). Though is a bit more work to setup. Also if you enter the Record Producer through Service Portal, you cant redirect to the just created record.

4) Added impersonate to the script. Works perfect! Except... you are not redirected to the created incident on the Service Portal.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark

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