Update on this - we added a field on all primary ITSM forms to capture the $CLIENT_TYPE$. For Smart IT, it will be 10. Anyone got any other ideas?
To take this further - any way to determine if the ticket is submitted via the mobile app?
I don't think there is simple way to to determine if the ticket is submitted via the mobile app....maybe I'm wrong, but I think BMC currenty OOB is not having such option (the same situation is with mobile apps login users statistics etc.)
Also I don't know what type of data/submitted tickets (incidents, service requests, change requests, tasks, work orders ....) exactly you have in mind for reporting.
for instance - in Incident form (HPD:Heldesk) there is a field Reported_source, which contains some values, from which you could somehow determine source:
"Web" - incidents submitted through SmartIT or Web service
"Self Service" - incidents submitted through ServiceRequest Entry Console (including My-IT)
<empty value> - incidents submitted through Incident mgmt. console
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Regarding "...same situation is with mobile apps login user statistics...": I'm not sure if you've already noticed that in 1.5.01 there are reports available where you can see which users are using Web/iOS/Android:
But this is all I know regarding user statistics. I don't know how to track which tickets were created by which UI.
thanks for info, you're right, we are on version 1.5.00. We need to consider upgrade (maybe to version 1.6, when released).
What we have done for now - added the a char field with default value of $CLIENT_TYPE$ on incident, change, work order forms. For tickets created from SmartIT/MyIT it will say 10 for AR_CLIENT_TYPE_PALM_PILOT
Is there a way to differentiate a ticket created from MyIT & SmartIT?
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In the main forms (like HPD:Help Desk) there is a field "Created_From_flag" which gives you the information if the Incident was created from the Incident-Module (Smart IT) or from the Request Module (MyIT):
Please note: I don't know if you're using SRM-Requests or DWP Catalog-Requests. I know that this flag is set for SRM-Requests but I don't know how this works for DWP Catalog-Requests.