How to find out if an Incident ticket is created from the portal?

[ann_1]

Hi

I have few tickets created on incident table. How will i check if it is been created from the ess portal?

Kindly help me with this.

Thanks,

Anu.

[Kalaiarasan Pus]

long shot... may be a inbound action ?

[randrews]

then really the only way you are going to find out is by finding out if the opened by has a role.. might take an export to excel and working with it.

the suggestions above were to enable you to do this with new records.. once a record is created there is no real way to see if it was created from the catalog via record producer or from the UI as far as i know.

[tiffany_gay]

Yes, but you have to explicitly set that value as the record is being created.     You have a value on the Incident record for 'Contact type' even if it is not on your actual form.     Here is how I have always done it in the past:

- If it created on the portal, set the contact_type = 'Self Service' in the record producer

- If it is created via email, set the contact_type = 'Email' in the inbound email action

- If it is created via the Service Desk, set the contact_type = 'Phone'

You can then use this field for reporting.     It is always best practice to utilize OOB fields first for your business needs anytime possible.

Tiffany Gay

Cloud Sherpas

tiffany.gay@cloudsherpas.com

[Marc A Love]

I went one step further...I not only have an "origin" field (to distinguish Inbound Emails, Portal, etc) but I also put a field out there to record the record producer name to...that way I can easily find where it came from inside the portal (ours has lots of options)...

ML