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

dvp · ‎01-27-2017

the only way I can think of is by creating a new field in shopping cart page and copying the URL and identify if its ESS or SP.

Once you have the data then you can report on it. but you won't be able to report on past data in this approach

Cheyenne1 · ‎01-27-2017

What are you different contact types that are currently available to end users? (self-service, email etc?)

Any Items available on our portal have a workflow associated, in which we've defined the contact type as 'Self-Service' for each in the RITM script.

For emails, we use inbound actions and define the contact type

For phone calls or walk ins, it's entered manually by the person creating the ticket (service desk)

KristinaB · ‎01-27-2017

Cheyennes we have this functionality on INC tickets (inbound actions etc) but if someone emails the desk, an INC is created as a placeholder and the service desk agent then converts the INC to a REQ from the catalog. So we'll have people submitted requests from the portal and not from the portal so I'm not sure how to set a contact type in the workflow based on how the item was submitted.

Cheyenne1 · ‎01-27-2017

In that case when the service desk closes Incidents, and opens a RITM record from the service catalog, Our Service Desk will manually change the contact type to 'Email' on the RITM

The script we use on our workflow ( run script) is

current.contact_type = 'self-service';

Marc A Love · ‎01-27-2017

We created an "Origin" field at the task level so that we could track not only the ESS/Portal stuff, but if it came in from an Inbound Action, SOAP call, etc...helps track things a bit...for the ESS we even went a step further and put in a field called "Record Producer" to track which one actually created the task.

ML