Setting an incident field value based on the created by user

sarahjantz
Tera Expert

We're integrating ServiceNow with our phone system and I've been asked to set the channel to phone when Incidents are generated from calls coming into our agents. The only way I can think to do this is to base this off of the "Created by" field and set this field to "phone" when the incident is created by our integration user. I have tried setting this up with a Business Rule, but it isn't working. 

 

Any advice on how to best accomplish this?

1 ACCEPTED SOLUTION

Sandeep Rajput
Tera Patron
Tera Patron

@sarahjantz Create an onBefore Insert business rule on incident table and put a condition Created by is Integration User. Set the Channel value in the action tab.

Screenshot 2023-08-22 at 11.49.46 PM.pngScreenshot 2023-08-22 at 11.50.19 PM.png

Hope this helps.

View solution in original post

2 REPLIES 2

Sandeep Rajput
Tera Patron
Tera Patron

@sarahjantz Create an onBefore Insert business rule on incident table and put a condition Created by is Integration User. Set the Channel value in the action tab.

Screenshot 2023-08-22 at 11.49.46 PM.pngScreenshot 2023-08-22 at 11.50.19 PM.png

Hope this helps.

Thank you! This worked. It is exactly how I had it set up, except I had just typed the name, not the username! Much appreciated!