Universal request - Contact type getting set to "Self-service - Universal Request"

[Shivani A]

Hi,

I have a custom record producer that creates a record in the Universal Request table, and I am also testing with the out-of-box Request Help record producer. I am trying to set the Contact Type to “Self-service” in the producer script, but when the record producer is submitted, it always gets set to “Self-service – Universal Request” (ur_record_producer).

Where and how is this value being set? Is it possible to modify this behavior?

I am new to Universal Request, so I am not aware if there is any specific configuration for this.

I have already checked the business rules and scripts on the Universal Request (UR) table, as well as the ones on the OOB record producer and found nothing that sets the contact type.

I am testing this in a fresh PDI.

[Najmuddin Mohd]

Hello @Shivani A ,

Can you create a variable and default the value to Self-Service, and hide this field.

If the above information helps you, Kindly mark this as Helpful and Accept the solution.
Regards,
Najmuddin

[Shivani A]

I tried that, but it still ends up being set to Self-service – Universal Request.

[nayanmule]

@Shivani A  , Can you share the record producer script or screenshot of it? 

Did you check the backend values ? Also check if there are any client scripts or before business rules running to set the value.

Regards,

Nayan

[Shivani A]

I have attached a screenshot of the script

[Anand Kumar P]

Hi @Shivani A ,

You can check for before insert business rules on universal_request table that is setting contact type while submitting RP via portal.

Check your RP script is correct.

current.contact_type = 'self-service';

(or)

Create new before insert br BR with order higher than oob Br which is setting contact type and apply conditions for your RP and update contact type.

If my response helped, please mark it as the accepted solution ✅ and give a thumbs up👍.
Thanks,
Anand