Is there a way to tell if the ticket was started by and Email or through the portal?  There is a warning I need to put in my new ticket reply based on how the ticket was created.  Is there a field that indicates this?

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  • You could probably derive that information based on if a required field is set or not via a
    Custom service desk rule.
  • Do you have the table names and what to look for. I have the dbForge Query Builder to take a look
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The HD_TICKET_CHANGE table includes a column named VIA_EMAIL which indicates the email address that the change came from. You could check the initial comment on a ticket to see if that column is empty or not.

Answered 01/13/2014 by: chucksteel
Red Belt

  • Thanks Chuck,

    Do you know if it is possible to see if there is a CC on the ticket as well. I am also currently trying to see why an email comes in with a CC, they are not on the ticket. If the Dell KACE team cannot resolve this I may have to sharpen my SQL skills and find a way to parse it out myself.
    • I don't believe KACE tracks whether someone is copied on the email to the service desk that creates the ticket.
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