Scripting Question

Can I report on tickets submitted via web vs tickets submitted via email?

08/23/2016 1102 views
Hi!  I know this seems silly but I have to be able to report on our users who submit a ticket via email and users who submit a ticket in the kace web interface.  Is there an easy way to do this?  When I look at a ticket that was submitted via email it is labeled in the ticket next to the user's name so I know that kace can tell the difference.  I just can't figure out how kace stores this information.  I have access to KACE through mysqlworkbench but am relatively new to sql.  If there is an easy way to pull this report that would be great otherwise if someone knows how kace stores this information that would be helpful as well.
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  • Was there an answer to this? I have the same question.
    • https://github.com/csteelatgburg/K1000-Database-Queries/blob/master/tickets%20-%20count%20of%20tickets%20opened%20by%20month%20via%20email%20or%20not.sql

Answer Chosen by the Author

This data is stored in the HD_TICKET_CHANGE table. If the change is triggered via an email (a new ticket is considered a change) then the VIA_EMAIL column will contain the email address that triggered it. To determine if a ticket was generated via email you can get the initial change per ticket and then check if there is a value in the VIA_EMAIL column.

Answered 08/24/2016 by: chucksteel
Red Belt

  • Chuck, So I take it that this type of report cannot be created using the Report wizard? If true, would you have any links referencing sample sql queries on how to create a report on tickets created via_email? Thank you in advance for any assistance provided.
    • I'm not at my office and can't provide more details for a while, but there is a query on my GitHub repo that can get you started. https://github.com/csteelatgburg/K1000-Database-Queries/blob/master/tickets%20-%20count%20of%20tickets%20opened%20by%20month%20via%20email%20or%20not.sql

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