Report by origin clarification

In SWSD reports, when I stack results by "origin" the categories are: email, web, scheduled, and portal. What is the difference between web and portal as an incident origin?

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  • Hi Zoe,

    Generally these tickets can be classed as the same type of origin, as these are defined by:

    • Portal:- a ticket logged via the User Portal (example; end user logs ticket via the portal)
    • Web:- a ticket logged via the web interface that is not part of the Portal (example; technician logs ticket via the technician interface, which is not a part of the portal)

    Hope this help!

    Regards

    - Midnight

Reply
  • Hi Zoe,

    Generally these tickets can be classed as the same type of origin, as these are defined by:

    • Portal:- a ticket logged via the User Portal (example; end user logs ticket via the portal)
    • Web:- a ticket logged via the web interface that is not part of the Portal (example; technician logs ticket via the technician interface, which is not a part of the portal)

    Hope this help!

    Regards

    - Midnight

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