Filtering tickets based on Requester Email

답변함

2021년 2월 23일에 게시됨

I'd like to build a query that reports how many tickets are created by people who use a company email and those who do not.

My company fields requests from employees who do not have company emails. Tickets are submitted via their personal emails, and I was hoping to be able to see how many of those tickets come in. Is there a way to do this?

Thanks!

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Hillary Latham

Community Moderator

2021년 2월 24일

Samantha, there are attributes for ticket org domain and requester org domain if those would work to filter out your company domain from results.

If not, there is requester email. If you have a lot of employees that might be difficult to filter in or out of your query. You could try making a custom attribute with requester email and some string manipulation to match on your company domain.

Samantha Chen

2021년 2월 24일

Hi Hillary,

As I'm not too familiar with string manipulation, how would I go about creating this custom attribute? It should be pretty simple: I just want the count of tickets coming in from company emails and everything else.

Thank you!

Hillary Latham

Community Moderator

2021년 2월 24일

Here is an example of something I just created along the lines of what I was thinking:

Samantha Chen

2021년 2월 24일

Hi Hillary,

Thank you, this is really helpful! If my company uses 2 email domains, then how could I include both in this string manipulation? I tried to add "OR" but the attribute didn't return the data I wanted.

For context, we use 2 different email domains, and I would like to group those numbers together. And then everything else would be "other email."

Thanks again for your help.

Samantha Chen

2021년 2월 24일

Hi Hillary,

I think I did! Would you mind checking for me that this is the right string? Thank you!