Find tickets created by a specific user (who is not the requester)

[Franck]

Hello, my support teams sometimes (increasingly, in fact) create tickets for our users; the user is referenced as the requester.

These teams want to quantify these tickets created for others.
The only reference to this creation is in the sidebar within the GUI (see screenshot).

How can we retrieve tickets created by a specific person (the SDM, in fact), who is the true creator of the ticket (request or incident) from an OQL query?

In a more concise way:
I'm looking for all tickets created by Pierre Durant where Pierre Durant is not the requester.

The ultimate goal is for each team to have its own dashboard of tickets created for others.

Thanks for your help :)

[Jeffrey Bostoen]

What is the ultimate end goal? Being able to look it up per user? Or having a list or some kind of report that includes the "creator" (which could also be e.g. the cron user)?

[Franck]

Hello,
I must have been unclear in my message.

I have two support teams, IT and OT, each with a service delivery manager. This person creates tickets for users who have reached them via phone calls or emails in order to track the team's workload.

As SDMs, they need to generate statistics and would like to know, per month, how many tickets they have created for other people in order to factualize the number of requests that don't go through iTop.

I'm therefore looking for two OQL queries, one for each SDM, linked to their first/last name or ID.
Franck

[Vincent @ Combodo]

Hi Frank,
Using this wiki as a base, you should easily achieve your goal:
https://www.itophub.io/wiki/page?id=latest:oql:oql_examples#creator_of_objects

[Franck]

Hello Vincent,

thanks, I have my request and it is functional ;)

SELECT `co`, `t` FROM CMDBChangeOp AS `co` JOIN CMDBChange AS `c` ON `co`.change = `c`.id JOIN Ticket AS `t` ON `co`.objkey = `t`.id WHERE ((((`co`.`finalclass` = 'CMDBChangeOpCreate') AND (`t`.`start_date` >= '2025-01-01 00:00:00')) AND (`co`.`userinfo` LIKE '%NAME-OF-MY-SDM%')) AND (`t`.`caller_name` != 'NAME-OF-MY-SDM'))