Incidents

[Sirisha Thota]

How can we tell the difference between incidents that are raised from the portal and those that are raised from a table in ServiceNow?

[AndersBGS · Accepted solution]

Hi @Sirisha Thota ,

This is where the channel fields come in handy:

Self-service = portal. If created directly in the ServiceNow on the form, then it's a question about how the user have contacted the agent that is creating the case.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[dhanu3 · Accepted solution]

@Sirisha Thota  You can use Channel field of Incident table to differentiate. When Incident is created from portal Channel is Self Service and from Create New user can select any channel(please make sure Self service is not visible for selection)

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Dhanu

[AndersBGS · Accepted solution]

Hi @Sirisha Thota ,

This is where the channel fields come in handy:

Self-service = portal. If created directly in the ServiceNow on the form, then it's a question about how the user have contacted the agent that is creating the case.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[dhanu3 · Accepted solution]

@Sirisha Thota  You can use Channel field of Incident table to differentiate. When Incident is created from portal Channel is Self Service and from Create New user can select any channel(please make sure Self service is not visible for selection)

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Dhanu

[Dr Atul G- LNG · Accepted solution]

channel field on Incident table will help to understand this. If a Inc raised via SP, then OOTB logic set Self- Service as channel.