I am looking for a way to identify whether tickets have been opened from clients via email or the WHD GUI.
Anyone know if there is criteria i can base a report on to gather this information?
I was looking through the DB at the job_ticket table and a few other associated tables for creation source, but it doesn't seem to be tracked. Even in the history_entry table it only notes that a ticket was created by a user in the entry field, but not the source. From what I can see so far, I think your best bet for getting something like that would potentially be from some tool that looks at the helpdesk.log files or potentially using the send syslog off to a tool that can analyze for what you want. To get something like this in report form from the reporting system itself, you would likely need to put in a feature request to have the submission source tracked on the ticket somehow.
I could also be missing something, so anyone else that might know of a way to get this report please help out. I would like to see the solution myself, since it would help me ID another datapoint in a WHD db that could be useful that I am not aware of at this time.
- Jeff
We used a ticket custom field, where it set using a set of action rules which look at how a ticket is created, example below
Action Rule #1 - Created by a client in the Client Interface
Action Rule #2 - Created by a client from an email
You can also set the "ticket creation" method if a tech creates a ticket on behalf of a client within the Tech GUI.
make the custom field a pop-up menu, and not visible to clients and read only to techs.
You can them make a ticket query or Report where required,
This will only work with new tickets.
regards
Chris
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