Exclude tickets created by agents

Example Reports

Requirement: create a report on tickets created by users, not including tickets created by agents.

You can use tickets.creation_system to select tickets by how they were created.

The possible values are:

Value Description
gateway.person User email
gateway.agent Agent email (ie forwarded)
web.person.portal User portal
web.agent.portal Agent interface
web.api DeskPRO API

To match just user created tickets, your query could include:

WHERE tickets.creation_system LIKE '%person%'

Published: 16/03/2017

Last updated: 16/03/2017