We've been asked to track the way tickets are created and are wondering if it's possible to expose the 'created_via' field of the call_req table in a drop down. Ideally we would like to add a few custom values to the table and have the drop down be required and defaulted to empty so the analysts would be forced to enter a value before saving. OTB behavior for the field is to default to web which satisfies the required criteria and allows the analyst to save the ticket without changing the value of the field.
There doesn't seem to be much out in the communities content yet or in the tech ref pdf about the intfc object so i'm wondering if anybody else is using it and has any knowledge or ideas to share?
Thank you for any help or ideas!
I would avoid using the created_via attribute for this purpose as the system is populating the value itself.
There is another object, rptmeth (table Reporting_Method), which may be useful for your requirement. It is referenced in the chg object and the iss object using attribute reporting_method. The developers never bothered to add it to the cr object but you could as a customized attribute (e.g. z_reporting_method SREL to rptmeth).
Rows in the Reporting_Method table can be maintained in the Administration tab, Service Desk --> Application Data --> Codes --> Reporting Methods
It sounds like using rptmeth would save us some work and make future maintenance easier!
If you do use it (cr: created_via SREL -> intfc.id ), be sure to test fully.
For example, if an analyst uses a template to create an incident, even though the analyst may set the value of created_via to "CTI/ACD" (phone call), the value may get overwritten with "WEB".
I saw most things in our system are set to web, it makes sense that is a default that it sets automatically.
your welcome Elwynn