OOTB Method for populating the "Source" field on the HR Case form?

[ericcrawford]

The Source (contact_type) field on the sn_hr_core_case form populates with values based upon the   How is this accomplished? A business rule, script, etc.?  OOTB "Self-Service" auto-populates into the field for cases created from the ESC/HR Portal/HRL Portal but I am curious where the magic happens.

[Mark Stanger]

It depends on the source.  For 'Self-service', this likely comes from the 'Script' field on the record producer that was used to create the ticket.  Often for 'Email', that comes from the inbound email that created the ticket.  These aren't all set, but they will always be set through the source of the interaction.

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[Sai Anna · Accepted solution]

Eric,

There are multiple parts involved in this based on the trigger point. for instance, let's consider Record Producers.  every record producer calls 'hr_ServicesUtil' script include which calls "createCaseFromProducer' function. this function again calls the following function

hr_CaseUtils Script Include - populateCase function. source is parameter. So all the magic happens in below function 🙂

populateCase : function(service, questions, source){

}

Please let me know if you need more information or any questions

Thanks,

Sai

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