How to track incidents created on different portals.

[davidabrantecur]

Hello friends.
I have two different portals and i need to track the incidents created in each one.

The problem is: When an incident is created on any portal the 'Contact type' of the incident is 'Self-Service' and this way i don't know what portal created the Incident.

Thanks in advance!

[John Snow1]

I would create a custom identifier that is attached to each record producer. if record producer "x" is used then the incident has a custom field populated with "x", 

Create a custom field on the incident table called "Record Identifier"

In the record producer script I would use the follwing



//Set record Identifier

current.record_identifier = "A";

If your user fills out an incident from portal B you would have the script on record producer B as follows.
current.record_identifier ="B";

C...
Current.record_identifier ="C";

And then you can report off of the record_identifier column.

[ianhi1]

That will be beneficial for going forward, thank you! I should have been more specific. I need it for historical reporting for example, incidents created in the month of January.

[seanphelan]

I would not overwrite the record producer field with a special value.  I'd leave that as the record producer so you can say how many from "guest incident"  I would write the portal to the correlation id or correlation display field .  These fields are used to store additional details like external inc # or other needed info.  

so now you can say group by record producer and group by correlation display.  so now you can see how many time x form was used per portal

Another option is to add to the contact type choice list and keep the self-Service but add Self-Service - Portal A  /  Self Service - Portal B