ServiceNow's built-in CTI Integration allows third party phone agents to do a screen-pop to send call data to the ServiceNow instance to pre-populate a ticket or do other activities. By default, the CTI integration will take the call information and determine if the caller already has open tickets associated to them. If they do, the system will show that user’s record with a list of their open incidents and assigned configuration items.
While this feature is great, a lot of companies want to bypass this feature and open a new incident form regardless of whether or not the caller already has open tickets.
The following solution creates a new CTI Rule in a ServiceNow instance to give your Call Agent System the opportunity to force open a new incident record regardless of the number of open tickets already associated to the user: