Setting an incident field value based on the created by user

[sarahjantz]

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?

[Sandeep Rajput · Accepted solution]

@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.

Hope this helps.

[sarahjantz]

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!