Source Types

[will.good]

Hi,

Had a couple of questions around source types:

On the source filter in SM I can see that there is an option for Post, how can we log requests under this?

We sometimes see a source type of Request in our reporting - what are these, and how are our analysts logging these? is there any way to prevent these and ensure they are logged as source type Analyst?

[Steve Giller]

A source of "Post" means that the Request was raised from a Workspace post.

A source of "Request" means that the Request was raised by another Request's Workflow, so they would not be raised by an Analyst and would not have that as a source.

[will.good]

On 19/01/2024 at 16:29, Steve Giller said:

A source of "Post" means that the Request was raised from a Workspace post.

A source of "Request" means that the Request was raised by another Request's Workflow, so they would not be raised by an Analyst and would not have that as a source.

@Steve Giller we are also seeing the reqeust source when analysts are raising a new linked request via the Link Request action - is this expected? I'd prefer this to show as a source type of Analyst as it is being raised by an analyst and not an automation

[Steve Giller]

1 hour ago, will.good said:

we are also seeing the reqeust source when analysts are raising a new linked request via the Link Request action - is this expected?

Yes, this is as designed; in the same way that when an Analyst raises a Request from a Workspace Post it has the source of "Post" the Linked Request was raised from another Request, so has that as the Source.

If you think of the Source as "from" and not "by" it should be clearer.

[HGrigsby]

Hi @Steve Giller

On 19/01/2024 at 16:29, Steve Giller said:

A source of "Request" means that the Request was raised by another Request's Workflow, so they would not be raised by an Analyst and would not have that as a source.

Is there a way to find out which request the new one was copied from?

We have recently changed our change process but are finding that changes are often copied from a previous one which fails because the authorisers are out of date due to leavers

Also is it possible to turn off the ... copy request function, maybe by service or CI?  

Thanks 

Helen

[Peter Clough]

When a workflow logs a call, it should automatically link the two together.

If it's logged by copying the request, there's a checkbox on the initial popup for whether you wish to link the request or not.