1 ACCEPTED SOLUTION
Steps:
Create one event here
Go to module system policy >> Events >> registry.
Screenshot for reference.
Now create one script Action:
Go to module system policy >> Events >> Script Actions
var ID = event.parm1;
var grsp = new GlideRecord('sp_log');
grsp.addEncodedQuery('type=Task View^id='+ID);
grsp.query();
if(grsp.getRowCount() >0){
var gr = new GlideRecord('incident');
gr.get(ID);
gr.contact_type = 'self-service';
gr.update();
}
Now create one before business rule on incident table to trigger the eventQueueScheduled().
(function executeRule(current, previous /*null when async*/) {
// Add your code here
var gdt = new GlideDateTime();
gdt.addSeconds(4);
gs.eventQueueScheduled('rp.portal',current,current.sys_id,'Scheduled ' + gdt.getDisplayValue(),gdt);
})(current, previous);
now in record producer set one line in script
current.contact_type = 'phone';
Note: Now whenever you will submit the record producer from portal, incident contact type will set as "self sevice" and if you will submit from mobile app it will set as "phone".
This workaround will be only fit if you are handling record producer via portal and now mobile app.
Hope it will help you.
