We have an automated phone system and we want our customers to be able to use it t open service requests. As some of our clients are actually contacts we wanted to create the service request using service request definition and populate the Contact field based on the contact how made the call. We wanted to implement it using the REST API, and it works great when we're using it with caller who's a client, but it doesn't seems to work when he or she is a contact.
We're using SoapUI for testing this functionality.
Hi Lior Lavi,
Are you using ContactId field on Incident object? If yes, then you can try following solution
Create an lookup input pointing to Contact object in Request Definition, then create input mapping between this contact id and new input, so when Service Request would be creaed with contact value in the Request Definition input, the same value will be populated in to the incident field
Hi Lior Lavi
Service Request couldn’t be created without Client ID, however you can try either of following two options and check whether your use case gets resolved –
- Create dummy client id, all SR's from contacts should be mapped to this dummy client and contact information can be kept in any custom field
- Let the client (who are Contacts) create Incident through Email service and then convert it to Request Definition