How Ticket Source Information is Assigned
Good morning,
I cannot find any definitive information on how a source is applied to a ticket. I set up source via shared settings, but I'm not sure if at any time sources are applied automatically, or if they are all manually selected by the person submitting the ticket.
Asked by Debra Hitch
on Wed 5/4/22 9:27 AM
Last edited Wed 5/4/22 10:32 AM
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Answer (1)
This answer has been marked as the accepted answer
Mark Sayers
Wed 5/4/22 11:13 AM
Hello Debra,
They initially are manually entered or else you would have selected default values for that field on the form and opted not to allow that field to be edited.
Most organizations will configure the form, for services for example, to contain the right Source value to indicate it sourced from the web or service catalog as opposed to an emailed ticket or one entered by a tech.
Sincerely,
Mark Sayers
Sr Support Consultant, CS
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