Auto-populate source field on hr case

[Vaishali 11]

I have a requirement where the Source field of the HR case should get auto-populated based on how it's getting created. For ex- if the case is being raised over voicemail then the source should auto-populate as phone. How can this be achieved?

Thanks!!

[Ankur Bawiskar]

@Vaishali 11 

I don't think you can set it for voicemail.

if HR case gets created from record producer then source is Self-service, if from inbound email then it will be email

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Vaishali 11]

Hi @Ankur Bawiskar thanks for the response. Could you please let me know what all are the options for the source type can be set i.e. can be auto-populated?

[Ankur Bawiskar · Accepted solution]

@Vaishali 11 

It's not possible to auto populate when somebody calls the helpdesk number or sends voicemail.

It's possible when we know the source of record

In case of call or voicemail the agent will be setting the HR case form fields, so it's responsibility on that agent.

If my response helped please mark it correct and close the thread so that it benefits future readers.