Is there a way to identify if a ticket was opened via email or client / tech entry?
Hello,
You can see if a ticket was opened via email by the icon in the Ticket History.
If the icon isn't there, it was created in the interface.
Fluffy to the rescue! So that info is captured by WHD. Is there a way to access that info for a report.
The detail you get for a report wouldn't usually capture Ticket History or Ticket Notes.
If you needed this information you would need to check the database that retains this information.
Unfortunately I'm unable to direct you to the corresponding columns or tables that reference this identifier, if you have a DBA maybe they can assist you.
That gets me started. Thanks Fluffy!
I wanted to do this too but had more sources to track (Phone, Service Desk voicemail, walk-up etc) so I created a custom field called Source and populated the dropdown with them. Ticket close procedures require a selection which I can run reports on.
