Setting up the field value for cases created via virtual agent?

[Anandhi Benita]

If a case is created through Virtual agent is not populated as virtual agent in the channel field in case form. It is populated as WEB in case form.

Please help me to fix this..

[Sohail Khilji]

HI ANANDHI,

When the topic is created in VA make sure you have provided additional channels. I guess by default its picking up WEB, Also check for a script include which is responsible for setting the channel field.

While case created from VA make sure you set the value of channel during case initialize.

Thanks,

Sohail Khilji 

Kindly Mark Correct or Helpful if it address your Concern..........

[Mark Roethof]

Hi there,

Within the Record Action utility, you could provide an additional field, for example contact type, and selecting the value that you want to be populated.

Have you tried this? Or can you share more details about your setup?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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[Community Alums]

Hi MARK,

Where to find this record action utility?

Thanks.

AnU

[Lynda1]

It sounds like you are using the Channel Field, that populates with WEB or Teams or any other channel.

The Assigned To field from the same  table should give you want you are looking for.