Is it possible to set Mode = Telephone but have it overwrite if to Email/Web Form if submitted through Email/Web Form
Our technicians user the same Self Service Templates that our Requesters do but we still need to track how many tickets are being logged through incoming calls as opposed to the Self Service Portal.
I understand that I can have a Mode field on the form and ask the technician to change it but it would be much better if it was able to be handled as a background process.
Is it possible to have the following:
If submitted through Email Mode = Email
If submitted through Self Service by requester Mode = Web Form
if submitted by technician Mode = Telephone.
It doesn't seem to be possible to edit Mode through Business Rules