What steps should betaken to dynamically set the contact type when submitting through a console or ?

[Ramanjaneyuv]

What steps should be taken to dynamically set the contact type when submitting through a console or service portal?

Scenario:

My client requests that when a user submits an incident via the service portal, the contact type should be categorized as self-service. Conversely, when a user submits an incident through the console, the contact type should be designated as support staff.

Kindly help me on this. Advanced Thanks.

Thanks

Ram

[Najmuddin Mohd]

Hi @Ramanjaneyuv ,
What exactly means by console ?. Is it the NativeUI or the workspace.

If yes, then,
Make support_staff as the default contact_type and make read-only.
If a user is creating Incident from the Native UI or Workspace it will be support_staff.

If a user is submitting the Incident from the portal, then in the record - producer script, the contact_type will be already set to self_service, which populated self_service in the contact type.


Hope this helps.

Regards,
Najmuddin