Auto populate field on Incident

[carlav]

I would like to auto populate the 'Channel' field on Incident ticket to Phone if user logged in/creating ticket is part of specific Assignment Group - is this possible?

[Stefan Reichelt]

Yes, absolutely. I assume the easiest way would be a Business Rule. Do you know how to script in BRs?

[Ankur Bawiskar]

@carlav 

you can use before insert business rule and I assume you will have assignment group populated when ticket is created

if(gs.getUser().isMemberOf(current.assignment_group))
current.contact_type = 'phone';

OR

if you are saying you want to do this if logged in user belongs to particular group then do this

if(gs.getUser().isMemberOf('Group ABC'))
current.contact_type = 'phone';

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

[carlav]

I created Business Rule on Incident table of Before Insert with this in script but when I click Create New for Incident it is not filling in the Channel field (I am a member of the Service Desk group)