How do you grab the source of your ticket?

[NeilH2]

Hi all

We have a requirement to show the number of incidents and requests logged via our portal.

I was wondering if anyone had already addressed this or if anyone had any ideas on how it could be implemented?

I know there is a Contact Type field in Service Now but i'm at a loss on how this can be populated correctly.

Neil

[AnchorTrust]

A before insert business rule on the incident table would do:

if (producer)
{
current.contact_method = 'Self Service';
}

[NeilH2]

Thanks Anchortrust but not really what I was looking for, I was hoping for information regarding how organisations have updated this source field based on where the call was logged.

i.e.
Self Service = Means it came from the portal
Email/Personal Visit = Means it was logged directly into the system

This is ok for Incidents which are logged via the portal on Record Producers you can set the field in script box, and then make sure that RP is not used elsewhere in the system. But when you come to creating a catalog item which can be used via the portal or internally, how can you differentiate between a person on the portal logging it and a person at a desk in the IS department.

[justin_drysdale]

Did you ever get a solution for this?   I am in the same boat.

[sdtimb]

From what I can tell you have two questions here. 1) How to set the contact_type for a Request and, 2) How to exclude IS staff from your report. Here are my thoughts. I hope this helps.

For #1 -- You can set the Contact Method for your Request by using a Set Values workflow item in the catalog item workflow. And, as you know, you can set this value on the Incident by using current.contact_type = 'self-service'; in the script editor of your record producer.

For #2 -- You can create a report that filters by Contact Method, and filters out your IS staff. I started with a a list view of All Incidents, right clicked on "Self-Service" --> "Show Matching," right clicked on each of the IS staffs name --> "Filter Out." This should give you a starting point for your report criteria.