Was ticket Emailed or Portal?
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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Posted by:
chucksteel
10 years ago
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.
Comments:
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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. - JordanNolan 10 years ago-
I don't believe KACE tracks whether someone is copied on the email to the service desk that creates the ticket. - chucksteel 10 years ago
Custom service desk rule. - Jbr32 10 years ago