How to Swap Caller and Affected User in Incident Created via Self-Service Portal

[DMC046]

I’m currently working as a ServiceNow administrator and need some help with a specific customization. When a user reports an issue about a colleague through the self-service portal, the incident created in the native view has the caller set as the affected user and vice versa.

I want to ensure that the caller remains the person reporting the issue and the affected user is the colleague experiencing the issue. How can I achieve this swap in the incident creation process?

Any guidance or step-by-step instructions would be greatly appreciated!

[Murthy Ch]

Hello @DMC046 

I believe the incident is getting created from the record producer.

If that's the case go to that record producer. In the script section check how the caller and affected user are mapping the values and then make changes accordingly as per your needs.

Let me know if you stuck anywhere

[jcmings · Accepted solution]

Look at the catalog item and check to see where each variable maps to. If you update the "Maps to field" option, you should be able to accomplish what you're trying to.

[DMC046]

Thank you its now fixed