Contact Type not getting set through portal

[gazalagrawa]

Requirement is if a case is created through portal the contact type should be set as portal, if created through email the type should be set as Email.

For Email it is working fine, we are setting through Email 2 case flow

But through portal it is set as None, None is default on case form

I am setting through record producer but the code is not reflecting

[Ankur Bawiskar]

@gazalagrawa 

code from record producer should work

share your script and config screenshots

[Ankur Bawiskar]

@gazalagrawa 

not sure what was the issue but you didn't share the script, screenshots etc

[Naveen20 · Accepted solution]

Most likely cause: the value being assigned isn't a valid choice on sn_customerservice_case.contact_type, so the form renders it as --None--. Out of the box this field does not ship a "Portal" choice — typical values are along the lines of phone, email, web, chat, social (verify in your instance, as choices vary by release/plugin).

Try - Fix:

1. Confirm the choice exists. Go to System Definition > Choice Lists, filter table = sn_customerservice_case, element = contact_type. If there is no portal choice, add one with Value = portal (lowercase, no spaces) and Label = Portal — or reuse an existing value like web.

2. In the record producer's Script field, set the stored value (not the label):

current.contact_type = 'portal';

3. Check that no business rule on sn_customerservice_case (insert/before) is overwriting contact_type after the producer runs.

Quick test: open the created case in a list view to see the raw stored value — if it's blank, the choice doesn't match.

[Tanushree Maiti]

Hi @gazalagrawa 

Open your Record Producer in ServiceNow and

navigate to the Script section.

Add the following line at the top of your  producer script to target the contact type field

current.contact_type = 'portal';