How to track Incident sources

[Anderson16]

In our instance we are trying to track incident sources, without compromising the contact type data. 

According to the ServiceNow documentation, contact type is the manner of which the user contacted for help (phone, email, chat...). On top of that we would like to track the source of incidents, for example:

Contact Type: Monitoring > Source: DataDog or Nagios or Splunk

Contact Type: Self-Service > Source: ESC Portal, X Portal (webAPI connected Portal), Incident Form, Interaction

For some we have related lists (interaction), for some we could capture by the created by (integrations), for some we have fields in the form (problem).

We are looking for a standard to report on incident sources for governance, compliance and CSI, without compromising the contact type, which has its own governance, compliance and CSI goals. 

Also, we do not want to be dependent on the caller field as it is not controlled by our process area, and some inter app flows do not provide a sys user for caller (HR integration for example).

Has anyone encounter this need and/or a solution for this requirement?

[SanjivMeher]

I dont think there is anything out of box.

You need to create a source field in incident if you dont have already, which you need to set while creating the incident from various sources. For existing records, you may need to set this field using a fix script based on the created by or other parameters you have.

[Anderson16]

Thank you Sanjiv, that's the path we are aiming for right now, but I am trying to find a more elegant solution. 🙂