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05-21-2019 01:33 PM
Currently, the Service Portal Usage Overview Module goes a long way in providing us with the information we need but we would like to extend what is reported on. Namely, when an end user submits "cat request item" via the Service Portal we would like to capture the company of that user as well as to be able to list the specific task or incident generated via the record producer. These two items are not captured in the service portal log entries table. I was thinking you could add these two columns to the sp_log table and then try to populate these field when the end user submits the request. I am not sure how to accomplish this, namely the best way to populate these fields from the portal.
Is there a better way to accomplish my goal? I assume this in some way goes against best practices? Any thoughts or feedback on how to gather this information and report on it would be greatly appreciated.
Thank you
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07-19-2019 07:39 AM
Regarding the Company field:
The sp_log table doesn't have a company field, but it does have the User field, from which you can dotwalk into Company.
I solved for this by creating a dashboard off of the Service Portal Usage Overview homepage, and creating an Interactive Filter for the User.Company field.
You could also modify the existing reports on the homepage to stack by User.Company, but I found that to be a little messy. If you only have a few Companies in that table, it might work better for you.
On record producers:
I don't have good info about linking the record that comes from a record producer. It's not done out of the box, but here's a community post where someone created a reference field on the task table that shows the record producer it came from.
For your specific example, I suggest reporting off of the catalog task table where Catalog Item = 'cat request item'. Doing it this way will:
- tell you the volume coming from that specific catalog item
- You can still filter based on User.Company without having to add columns to the sp_log table.
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07-19-2019 07:39 AM
Regarding the Company field:
The sp_log table doesn't have a company field, but it does have the User field, from which you can dotwalk into Company.
I solved for this by creating a dashboard off of the Service Portal Usage Overview homepage, and creating an Interactive Filter for the User.Company field.
You could also modify the existing reports on the homepage to stack by User.Company, but I found that to be a little messy. If you only have a few Companies in that table, it might work better for you.
On record producers:
I don't have good info about linking the record that comes from a record producer. It's not done out of the box, but here's a community post where someone created a reference field on the task table that shows the record producer it came from.
For your specific example, I suggest reporting off of the catalog task table where Catalog Item = 'cat request item'. Doing it this way will:
- tell you the volume coming from that specific catalog item
- You can still filter based on User.Company without having to add columns to the sp_log table.
