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Run a report with "Reported Source". MyIT will have Self Service in that field; Smart Recorder will have Web.
(based on my limited testing)
Thanks for that and yes it seems this will show the source for all Incidents. Is there a similar field for Work Orders? Our open tickets report combines Incidents and WOs.
I am not seeing that for Work Order. You could use one of the details fields for Source; this would be set automatically if submitting from MyIT and then you can train the agents to change it if they take it over the phone. I'm assuming they are using templates so the details fields become available. But maybe with Smart IT you aren't using templates... sigh. No good answer then.
If i am not wrong, I have also noticed that WO doesnt have any fields to identify the source, Create a new Field on WO or Use the existing WO type Fields to store the value, The only issue is that you will not be able to report on Historical tickets.
Is actual person's login ID stored in (WOI:WorkOrder) Submitter? If so, you could check if they belong to support group or not, which may be enough for this report; if not, there is always(?) associated Service Request's submitter as well.
Yes what you propose is exactly the solution we arrived at ourselves only this morning!!
I will use the submitted by information on the Service Request and use a hard coded filter to help identify which were submitted by a member of the help-desk team and which were submitted by an end user. This hopefully will provide the breakdown that has been asked for.
Thanks for your input.