We want to start driving user to the service desk portal rather than emailing in so I wanted to see if there was a way to detect if the ticket was started via an email message or if the user went to the portal.

Is there somewhere in the database that I can query to detect this?

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In the HD_TICKET_CHANGE table there is a VIA_EMAIL column. If that column is set then the change was made via an email. 
Answered 09/05/2014 by: chucksteel
Red Belt

  • Excellent. So I just need to filter by seeing if that is not blank and if the comment starts with "Ticket Created" and I should have my results.
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