Routing a portal created incident based on language selected on portal page

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Posted on by wesleynixon

We have multiple languages enable in our Customer Self-Service portal, allowing users to select the language the portal displays. All stock functionality.

We have a request from the business to route cases submitted via the portal based on the language selected on the portal page (the top right navigation menu). Not based on preferred language of the contact, as that is not something we are currently utilizing (although I suppose we could if we had to)

I'm not concerned about the routing, but more the detecting of the selected language and conveying that to CRM. The most obvious mechanism to me would be setting a lookup to Language on the incident, but that assumes I can set the lookup using information on the portal page.

If there is an out-of-the-box or easier method to accomplish this that would be helpful.

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Hi wesleynixon,

If you enabled multiple language in portal, it will show language code of selected language in the URL of the portal.

You can add one custom field to case form, and add js to fill the field with language code from url:

Js:

$(document).ready(function() {
var URLs = window.location.href;
var language = URLs.slice(37, 42);//Intercept the value you need
$("#new_language").val(language);//local name of the new field
});

Test Result:

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wesleynixon 5 on at

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Thank you for the answer. I tweaked it slightly to the below, so it would work in all of our environments and not be dependent on exact character position:

var language = window.location.href.split('/')[3];

$("#new_language").val(language);

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