Source field changes specifically on workspace

sonalpriyanka95 · 3 weeks ago

I want when an request Item is created specially on workspace and Service desk agent clicks on SAVE then Source (contact_type) field should be Email, other wise when uses service portal then Source (contact_type) field should be Portal , tried through Client script it's working fine for portal but not on workspace.

Any suggestion how to acheive

Tanushree Maiti · 2 weeks ago

Hi @sonalpriyanka95

You can replace your onSubmit Client Script with a Before-Insert Business Rule.

Name: Set Contact Type by Source
Table: Requested Item (sc_req_item)
When: Before
Insert: Checked
Update: Unchecked
Condition: contact_type is empty

(function executeRule(current, previous /*null when async*/) {

var action = gs.action.getGlideURI().toString();

var isWorkspace = action.indexOf('$sw.do') > -1 || action.indexOf('agent_workspace') > -1;

if (isWorkspace) {

current.contact_type = 'email';

} else {

current.contact_type = 'portal';

}

})(current, previous);

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti

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Ankur Bawiskar · 3 weeks ago

@sonalpriyanka95

how are the agents creating RITM from workspace?

are they submitting request from workspace?

share your screenshots, script and form etc

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader

sonalpriyanka95 · 3 weeks ago

whener we recieve any email through interaction we have given option to create req item

Ankur Bawiskar · 3 weeks ago

@sonalpriyanka95

then you can try to use onLoad client script on sc_req_item and see if the URL contains workspace name, if yes then set the contact type

did you try above approach?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader

sonalpriyanka95 · 3 weeks ago

I tried that but somehow it's breaking for service portal then ,

I want particularly for sow workspaces it should be email , rest for service portal as Portal..

Please find the script below

function onSubmit() {

alert("running");

//Type appropriate comment here, and begin script below

// g_form.setValue("contact_type","portal");

//g_form.save();

if (window.NOW && window.NOW.sp) {

g_form.setValue('contact_type', 'portal');

} else {

g_form.setValue('contact_type', 'email');

}