Changing contact type in incident

[John Vo1]

When a   user puts in an incident via the ESS portal the contact type is automatically set to phone.   Where can I go to update or change it to show self service instead?

[Abhinay Erra]

Go to the dictionary of the Contact type field , if there is any default value mentioned. One more place to check is if you have any onLoad client script to populate contact type.

[Pradeep Sharma]

Hi John,

Two options :

Option 1: You can set default value via dictionary. Refer here for more info section 4

Creating New Fields - ServiceNow Wiki

Option 2 : Write a client script/business rule as per your req.

[Pradeep Sharma · Accepted solution]

Here you go. By default OOTB value is phone. For self service you have to change default value to self-service. This will be the default value for everyone when form is loaded.

This will get overrided in case you have any additional script on table.

[Travers M]

This could be a product of the record producer you're using as well.   Have you checked there?