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

vinothkumar · ‎06-04-2015

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

Pradeep Sharma · ‎06-04-2015

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.

View solution in original post

vinothkumar · ‎06-05-2015

Hi Rfedoruk,

Thanks for your time , Yes, I am trying to determine how many tickets end users created and how many ticket was created by ITIL users, Do we any way to took the report?

Thanks!!

randrews · ‎06-04-2015

we have an ess check box on our task table.. for incidents and requests we check the box if it comes from the service catalog... while it isn't a perfect solution <records opened by itil users from the service catalog show up as ess> it does give us a good report of how many came in from the catalog.

Ashish Kumar Ag · ‎06-05-2015

Hi

You should go with Pradeep's suggestion. It will give you the accurate report irrespective of from were it was created.

vinothkumar · ‎06-05-2015

Thanks a lot for your help

randrews · ‎06-05-2015

ok one more thought on this.. you could create a database view that crosses the user with role table with sys user and task... then you could actually report on how many people with an itil role <or any role> created a ticket without having to add fields to the forms.