In SDM 14.1.05, Self-service, I'm using a knowledge document with link to templates. Self-service users (Employee) are creating the request from the template and all works beautifully. However, they are appearing as created_via = 3554 instead of 3570. Normal requests created in the employee interface outside of the knowledge tempalte menu are being created_via=3570 . Is there a reason why 3554 is appearing, and if so, is there a workaround to capture correct stats?
From the definitions, (table name: interface in the MDB database)
3557 is Knowledge or Collaboration Tools Created,
3554 is Web Interface Created
3570 is Web-Self Service Created
So, based on which approach the employee takes to create the ticket, the created_via would change.
Thanks... in this case, an employee creates a normal request and it's created with 3570. That same employee - same self-service - uses a knowledge link and it is created with 3554. That doesn't appear to match your definition.
>>> "Raghu.Rudraraju" <email@example.com> December 6, 2018 09:35 >>>
Raghu Rudraraju replied to the discussion
"Re: Create_Via for Employee appearing as 3554"
To view the discussion, visit: https://communities.ca.com/message/242156989-re-createvia-for-employee-appearing-as-3554?commentID=242156989&et=watches.email.thread#comment-242156989
I did it in the lab with sdm 17.1.01 and it is 3570. I don't have SDM 14.1.05 handy here so can't tell for SDM 14.1.05. Maybe you can open a Support case to sort this out.