Way to Differentiate TIcket

Hello @davecarty I think tags would be my initial suggestion, but a “select type” custom field may work better in the specific scenario you mentioned.  

I’ve been looking into this exact thing. I worked with support some and basically it came down to there is an actual “ticket creator field” that isn’t addressable in filters or the api.  This would be the person who actually created it, not the name that is listed under submitted (since that can be changed.) Currently we are adding actions to say where the ticket came from, similar to the tags idea (which likely is the way we should have gone initially.) The downside to either approach is the human error. Sometimes people forget to add that action or tag. I was hoping for a truly automated way but haven’t figured out a solution yet.

@bclark 
Never thought about using resolution actions to say where the ticket came from. That is another good work around. I could see having the resolution action required when working the ticket and have the suggested actions regarding where the ticket came from. 

Custom field for on/off toggle for “Call center ticket” would seem to be the easy go to, you could then make a view for any tickets with that toggled “on” and get a quick report with analytics.

Good idea Tanders and that custom field would have to be marked “required” cuz...well...that’s obvious :).

Could you use a rule that sets a tag based on the role of the user?  I’m assuming that only your techs and help desk would be agents so you could set a rule that if a user is a staff or faculty user it would set a tag that says “staff submission” or something like that.  Then you could do the same thing with the agents.

Just checking the forum out and saw this, we did this “Ticket Source” but was set up only visible for our help desk team, all the other users don't see this.    This way the agents have an idea of how the ticket was generated by another team member.   (VO = virtual office)

@Belcher.shane 

You could use a rule to add the tag upon ticket creation. Just need to keep in mind the original question, which is, “how to track phone calls.” Then, how to get info “out” of iiQ (report/filter). Depending on how you filter, ticket, assets, users, etc. the “tag” filter may or may not be available. 

@vince  True enough.  I just tested it and tags are an available filtering choice for ticket views so this would possibly be useful for what he is trying to achieve. 

@GWade’s suggestion would work also, it would just be manual instead of automatic.  

Just checking the forum out and saw this, we did this “Ticket Source” but was set up only visible for our help desk team, all the other users don't see this.    This way the agents have an idea of how the ticket was generated by another team member.   (VO = virtual office)

 

 

I realize this comment from @GWade is a year old but it just solved a problem for me. I was trying to trigger a rule based on when two specific people put in a ticket, but because tickets aren’t created with an assigned agent I was struggling to find a way to do it that wouldn’t also mess up other scenarios. Ultimately adding a custom field on ticket creation that only Agents can see for that model type works. 

Thanks @GWade!!

@bclark - Glad to hear that @GWade comment helped using a custom field that only agents can see. 

So many options and workflows with custom fields 😁