automate a field that identifies the source

Question

I have an IT support team that supports a number of separate but related web applications this means that the types of enquiries they receive are all quite similar e.g.

* As a data question?
* Report a system issue?
* Report a data issue?
* Provide feedback/suggestion

I've been asked if its possible to create a single project widget that they can embed in the applications for customers to submit. The challenge is they want to be able to identify the source. I've been looking at using an automation or a hidden field but can't work out how to use them to identify the source.

E.g. A customer submits a "Report a system issue?" from application ABC and another customer submits a "Report a system issue" from application XYZ

The customer doesn't need to identify the source application, and they both use the same form

but when the ticket appears in our JSM instance the support team can identify the source application through a field.

Any advice or suggestion would be appreciated.

Anthony R_l1jmqw · Answer

Hi Alex,

It's the second option, for example:

a customer can be using the web application www.information.com and have a question about the data so they submit a form

OR

a month later that same customer might be using our web application www.mapping.com and have a data question so they submit the form.

The customer may not realise it but they are actually submitting the same form to the same support team but the support team need to know what web application the customer came from.

Almost everything about the customer, the form and the support process is identical but the support team need to know what web application the customer was using when they submitted the form.

Alex Koxaras -Relational- · Answer

Hi @Anthony R ,

Are the sources from each customer known? Or e.g. customer A can submit a ticket from ABC application, and another time the same customer can  submit another ticket from XYZ application?