Set contact type as chat

[Nivedita9]

Hi ,
I need help on SOW . Whenever the request is created from interaction the contact type field should be set to chat instead of self-service. Can anyone help me understanding where this modification can be done?
Attaching the screenshot as well.

[Ankur Bawiskar]

@Nivedita9 

I think you will have to create a custom "Create Request" button something similar to OOTB

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Chaitanya ILCR]

Hi @Nivedita9 ,

you can create a before insert BR on the sc_req_item table for that

(function executeRule(current, previous /*null when async*/ ) {

    // Add your code here
    var gr = new GlideRecord('interaction_related_record');
    gr.addEncodedQuery('document_table=sc_request^document_id=' + current.getValue('request'));
    gr.query();
    if (gr.hasNext()) {
        current.contact_type = 'chat'; /*update the backend name of the chat choice if needed*/
    }

})(current, previous);

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya