Auto populate field on Incident
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‎05-02-2025 04:39 AM
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?
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‎05-02-2025 04:54 AM
Yes, absolutely. I assume the easiest way would be a Business Rule. Do you know how to script in BRs?
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‎05-02-2025 04:58 AM
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.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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‎05-02-2025 05:20 AM
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)