Portal Usage

[jschlueter]

Is there a way to find out how many tickets we get that are coming through the Portal? We are trying to understand how many people actually use the portal instead of just emailing out fetchmail address? Any way to create a report or if there is a way to figure this out? Thanks

[root]

Hi Justin,

What's your OTRS version? Really 3.1?

- Roy

[jschlueter]

Sorry I didnt update that yet. We are on version 4.0.4. Thanks

[alexus]

You can get this info via SQL request or custom static report. You should use article type for the first ticket article

[jschlueter]

Alexus thanks for the response, however I am not sure how to do any of what you suggested. Any help would be greatly appreciated. Thanks

[root]

Justin,

No need for weird SQL queries or custom development.

• Add a dynamic field, dropdown with the values Email, Portal, Phone, called Channel

• Add a PostMaster Filter which matches always like To .+ and set the X-OTRS-DynamicField-Channel to email

• Enable Ticket::EventModulePost###TicketDynamicFieldDefault in the SysConfig

• Configure Ticket::TicketDynamicFieldDefault###Element1 (or another one which is not used) and set name to Channel and value to Portal

• Add the Dynamic Field to AgentTicketPhone and use an ACL to restrict the values to AgentTicketPhone

Now every new tickets have a proper field filled with the name of the incoming channel.

- Roy