I suggest to enable the CI search during ticket creation and ticket work to display Class dependent CI search attributes - like in the Config Item search module.
I would like to have a kind of a generic agent for CIs.
It should be possible to create a ticket in a predefined Queue with a predefined text and ink it to the CI if a date field:
- is reached
- will be reached in x days
- was reached x days ago
I suggest to support cable management for CIs.
Currently it's very dificult to document the relation of CIs on a connector level.
I don't know if the OTRS CMDB was meant for this, but where else would you document the cable linking if you already have all the devices in your CMDB ?
Currently definition of a CI is not easy for normal users. A graphic editor will be great, or current but with syntax check, or change to XML
It would be good if the OTRS offers some statistic information about CIs and linked tickets.
One example would be to find out if there is a class of CIs which have a lot of tickets linked to them.
Limiting criterias would be
- type of ticket
- CI class
Send Notifications to different user groups on changes on CIs like the event based notifications for tickets
I suggest to add a configuration wizard that helps you to create your CI attribute definitions so you don't need to have to do all of this by plain text.
The option to modify it in plain text should of course still stay.
I suggest to enable the ordering of CIs and Services bye this cute little blue bubble (up/down)
The Zenoss monitoring system includes a full-fledged CMDB that automatically collects info on devices. This CMDB can effectively replace the OTRS CMDB in terms of automatic data collection of devices.
Ideally there should be a standardized method for Zenoss to generate tickets other than email, and for OTRS to retrieve data from the Zenoss CMDB without requiring... more »
When we have a CI which has the state Incident, it would help our ServiceDesk, if those CIs which are affected could be shown on the Dashboard.
A function to export alls CIs from a class which achieve the same search criterias as PDF (like printing single CI)
This can be used for emergency documentation which will be needed offline. The export also should be possible via cron
The idea is that the customer information are always stored in a data field of type "Customer" on the CI.
So with the information about the chosen customer for the (new or existing) ticket you can perform a seach on every CI class (maybe make this a configurable option) where such fields are configured and display the count of... more »
- Deployment State
- Incident State (see CISearchFromTicket.png)
It would be nice if you were given the same choice of custom fields just like when searching the CMDB (see CISearchFromCMDB.png).
Because right now we always have to open a new tab, search for the CI there and copy over the CI#... more »