Can I create a report by Channel in Service Desk?

I want to see how many tickets are being opened by Email and how many by Portal.

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3 votes
Accepted answer

Hi Richard,

Yes, this is possible. In order to use this value for reports or filters, it will be necessary to go into advanced mode for your queries, and try adding something like the following to your statements.

issue.property["request.channel.type"].value = "email" // potentially also try simpler form of request-channel-type = email 
 
issue.property["request.channel.type"].value = "portal" // potentially also try simpler form of request-channel-type = portal

However, there is currently a bug with this feature, as described by https://jira.atlassian.com/browse/JSD-1365

This has been fixed and should be available in the next release.

Regards

Matt
Service Desk developer 

Matt, I'm excited to get the fixes. Can you tell me what I would use to do a report by Customer Request Type? I wanted to have a report that would show me how many are "General" and how many are not General. I know how to use the operators, just not what field name to use or what specific value to use (is it just the Request Name of the Request Type?).

This was a good interim fix. Channel needs to be a query-able just like assignee, etc..

Rina Nir Solutions Partner Dec 22, 2015

agree with this comment

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