Set contact type on Request and RITM

[Rocky5]

Hi Experts,

I am trying to set value on 'contact type' choice field on Request and RITM table. when user submits catalog item from service portal, the script should compare 'opened by' value and 'requested_for' value. if those values are same contact type should be set as 'self-service' else contact type should be as 'phone'.

How can I achieve this.?

Thanks,

Rocky.

[Ankur Bawiskar]

Hi Rocky,

if this is only 1 catalog item then you can use workflow run script activity if for all then use after insert BR on sc_req_item table

Just to inform requested_for is present at sc_request table so you need to dot walk to request record

1) Workflow approach

Run Script : I assume opened_by is populated on RITM

var contactType = '';

if(current.opened_by == current.request.requested_for){
contactType = 'self-service';
}
else{
contactType = 'phone';
}

current.contact_type = contactType;
current.update();

// query request table and update for it as well

var req = new GlideRecord('sc_request');
req.get(current.request);

req.contact_type = contactType;
req.update();

2) BR Approach: If this is required for all

Note: I assume opened_by is populated on RITM

BR: After Insert on sc_req_item

Script:

var contactType = '';

if(current.opened_by == current.request.requested_for){
contactType = 'self-service';
}
else{
contactType = 'phone';
}

current.contact_type = contactType;
current.update();

// query request table and update for it as well

var req = new GlideRecord('sc_request');
req.get(current.request);

req.contact_type = contactType;
req.update();

Regards
Ankur

[Rocky5]

Hi Ankur,

I have tried this on BR. But, not working as expected. though opened by and requested for are different it is setting contact type as "self-service".

Thanks,

Rocky.

[Ankur Bawiskar]

Hi Rocky,

the above BR should be after insert on sc_req_item table

Also I assume opened_by is populated on RITM table then only it would work

Is opened_by populated on your ritm record?

Regards
Ankur

[Rocky5]

Yes Sir, opened_by is populated on both request and ritm records.

Thanks,

Rocky.