Contact type shows wrong for Incident created from agent workspace


Description

Create an incident from interaction form and set type as "call" or "chat", the page reloads with incident fields and contact type is set as "self-service".

Resolution

UI action mentioned below is responsible for creating incident and copying relevant fields from Interaction record to incident.

https://<<instance name>>.service-now.com/nav_to.do?uri=sys_ui_action.do?sys_id=a89d504b873303002ae97e2526cb0bdd


Apart from caller ID and short description nothing is being copied from interaction record to incident incase there is a requirement to copy other fields like contact type from workspace to incident record please modify the UI action accordingly.