How to report on how many requests were submitted via the portal?

KristinaB · ‎01-27-2017

Has anyone successfully figured out how to report on how many requests were submitted via the portal other than querying if requester and opened by are the same? Obviously, on INC, we can report on contact type but not finding anything for RITMs.

TIA

Alex Macdonel · ‎02-16-2017

The following is something I hacked (in a pejorative way) to determine if a record was submitted through the portal. We're using undocumented features so buyer beware...

Before insert business rule on the task table:

(function executeRule(current, previous /*null when async*/) {

var glideURI = gs.action.getGlideURI().toString();

if (glideURI.indexOf("angular") >-1){

current.contact_type='self-service';

}

})(current, previous);

This works because we noticed that whenever a user creates a record from the Service Portal the URI says 'angular.do' instead of 'incident.do' or 'service_catalog.do'. There's still other ways to manipulate the contact_type variable and this will probably be tweaked one or two times before we're happy with it.

View solution in original post

Cheyenne1 · ‎01-27-2017

We use contact type on RITMs as well. You can set the contact type in the RITM script of the workflow.

KristinaB · ‎01-27-2017

Sounds interesting... How would we determine if it was submitted via the portal?

dvp · ‎01-27-2017

Are you trying to find out how many of them were submitted using sp vs ess?

KristinaB · ‎01-27-2017

Yes we are