how to check whether the ticket was opened by end user or ITIL user in service now

[vinothkumar]

Hi,

Could you please help me how to check whether the ticket was opened by end user or ITIL user in service now in report for the already created ticket?

Thanks in Advance!!

Regards,

Vinoth Kumar M

[Brad Tilton]

I'm not sure you can check the opened by user's roles from a report, but you could report on Contact type if your company is using that and look for Self-service or email depending on how you're using it.

[Pradeep Sharma · Accepted solution]

Hi Vinoth,

Agree with Brad here. However if you don't have that field to report on than you might have a field temp on form with the drop drowns something like ESS, ITIL and then construct a logic to populate that fields based on user.

[vinothkumar]

Hi Brad and Pradeep,

Thanks for your time, I have checked the contact type and it is by default it was set as self service , so it is not possible.

Is there any other way to take a report for the ticket that was created by itil users and end users with out creating new field?

Thanks!!

[Uncle Rob]

I'd take a step back and ask what you're trying to figure out (without describing the report mechanics).

Are you trying to determine how many tickets end users created vs how many were created by a servicedesk on their behalf?

If that's the case you may want to put some time and attention into a task based "input vector" field.