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Auto Populate Category and Channel Fields In Creation Of A Service Request

in Help Desk 2 comments

Summary:

Our requirement is to have a category field auto populate in creation of service request via email inbound integration for specific email id.

Example: If any emails comes to xyzhelpdesk@support.com, we need to create an SR automatically and populate category as 'Helpdesk' and if any emails comes to abchelpdesk@support.com then SR should get create automatically with category as 'Helpdesk_abc'.

i analysed the groovy script where it defined to give like below example,

if (ChannelTypeCd=='ORA_SVC_EMAIL') ‹
setAttribute('CategoryId','123456789')

However is there a way to define channel id aswell along with ChannelTypeCd so that for each different email, channel id differs and can have different category.

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