Custom Process not executing when incident source is SOAP API

Topic by Srilatha CK

Hi All,

I have a requirement to copy the incident reference number field value to a custom field. I have written a custom process to do that which is executing fine when incident is created from ask a question page, or console or live chat but the same id not working when incident source is 'Public API connect webservices- SOAP'(incident created after an OPA interview).'

Could anyone please help me know if custom process has some limitations.

Thanks,
Srilatha