Our customer has a question about KPI reports and the customer portal.  Nobody uses the portal, but incidents are still registred as they was registred on the customer portal.  Could it be a technician that logs on the customer portal and register the in

Version 1

    Details

    Our customer has a question about KPI reports and the customer portal.

    Nobody uses the portal, but incidents are still registred as they was registred on the customer portal.

    Could it be a technician that logs on the customer portal and register the incident from the customer portal?


    Resolution

    Incidents that are created by Technicians, that are raised with themselves as customers, are considered to be raised via the portal. They don't have to access the customer portal but the incidents are as if they did access it.

    This should explain the incidents showing in the KPI.