[rt-users] Tracking how tickets are created

[Jeff Fearn]

On Mon, 2011-02-14 at 13:39 -0600, Max McGrath wrote:
> Hello -
> 
> 
> We are using RT 3.8.8 on Ubuntu 10.04.
> 
> 
> We are looking for a simple way to track how our tickets are being
> created.  Right now tickets get created in any number of way:
>       * User e-mails problem directly to RT
>       * User calls the Help Desk and we enter a ticket on their behalf
>       * User uses RT web interface to create ticket themselves
> 
> 
> We would like to be able to easily track that and look at the end of
> the month and say "Oh, 300 tickets were created through the web
> interface, but only 100 were done via e-mail".
> 
> 
> Does anybody have any strategies for this?
> 
> 
> Thanks!
> 

Tickets created from the web interface won't have most of the headers
that an email will. (To, From, Received, etc.) Checking this way allows
you to do historical metrics as well. 

Cheers, Jeff.