Tracking how tickets are created

RT Users
1

Hello -

We are using RT 3.8.8 on Ubuntu 10.04.

We are looking for a simple way to track how our tickets are being created.
Right now tickets get created in any number of way:

  • User e-mails problem directly to RT
  • User calls the Help Desk and we enter a ticket on their behalf
  • User uses RT web interface to create ticket themselves

We would like to be able to easily track that and look at the end of the
month and say “Oh, 300 tickets were created through the web interface, but
only 100 were done via e-mail”.

Does anybody have any strategies for this?

Thanks!

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu

2

Hello -

We are using RT 3.8.8 on Ubuntu 10.04.

We are looking for a simple way to track how our tickets are being created.
Right now tickets get created in any number of way:

  • User e-mails problem directly to RT
  • User calls the Help Desk and we enter a ticket on their behalf
  • User uses RT web interface to create ticket themselves

We would like to be able to easily track that and look at the end of the
month and say “Oh, 300 tickets were created through the web interface, but
only 100 were done via e-mail”.

Does anybody have any strategies for this?

Setup a ticket customfield “Origin” for this, fill it automatically with a
custom scrip. Then you can do charts on this customfield.

The scrip (untested):

Condition: On Create
Action: User Defined
Template: blank

Action commit code:

if ( $self->TransactionObj->Message->First && $self->TransactionObj->Message->First->GetHeader(‘Received’) ) {
$self->TicketObj->AddCustomFieldValue( Field => ‘Origin’, Value => ‘Mail’ );
} else {
if ( $self->TransactionObj->CreatorObj->Privileged ) {
$self->TicketObj->AddCustomFieldValue( Field => ‘Origin’, Value => ‘Helpdesk’ );
} else {
$self->TicketObj->AddCustomFieldValue( Field => ‘Origin’, Value => ‘Self’ );
}
}

3

Hello -

We are using RT 3.8.8 on Ubuntu 10.04.

We are looking for a simple way to track how our tickets are being
created. Right now tickets get created in any number of way:
* User e-mails problem directly to RT
* User calls the Help Desk and we enter a ticket on their behalf
* User uses RT web interface to create ticket themselves

We would like to be able to easily track that and look at the end of
the month and say “Oh, 300 tickets were created through the web
interface, but only 100 were done via e-mail”.

Does anybody have any strategies for this?

Thanks!

Tickets created from the web interface won’t have most of the headers
that an email will. (To, From, Received, etc.) Checking this way allows
you to do historical metrics as well.

Cheers, Jeff.