reporting on Customer Location - different info in dif fieldsAnswered
Hello - I am trying to report on the location of the requester of tickets. We use fivetran to bring data into our database. I found a few location fields - one being user.locale and another ticket.system_location. The two fields seem to conflict somewhat frequently. Which should I trust? What do the fields mean? Thanks.
Hello Clare McLaughlin,
user.locale serves a different purpose, which is system locale en-us, en-au, it. It is not an indication of location, although it is often correlated to the user's country.
I am not familiar with ticket.system_location but I know that ip-based location is stored in ticket audit metadata. You can list audit data from here. The first one will contain the location of the user (person or system) that created the ticket.
Please sign in to leave a comment.