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
CMDB is very closed to be a complete license management backend: There is just a way needed to add for example a MS volume licensing contract like an inventory. Everytime a licence gets used as an CI the counter gets down. This is needed in nearly all companies, they spend big effort on licencse management and auditing.
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 when you raise a new ticket after selecting a customer the “Customer Information” box on the right is propagated.
I suggested this box be extended or another box added below showing the config items that customer owns such as there laptop, mobile phone, printer etc.
Maybe also being able to quickly “Link Ticket” to a item in this box would be good.
what about a section where you can design your assets (item in CMDB) like in zabbix (or let me say "visio") and the availability with this to do something usefull like there (I was thinking to open, over a click, a ssh or something similar)
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
I need to allow to my customer user to see defined part of CMDB. Most important is to show him CIs which have the Customer user in Owner field. Another need is to show CIs linked with services customer uses. For example to allow read some parts of documentation stored in CMDB.
Send Notifications to different user groups on changes on CIs like the event based notifications for tickets
It would be nice if I could specify which of the CI types would be the default view when opening CMDB->Overview (via SysConfig). Currently it always selects the alphabetically first type by default.
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.
Integrate the GenericAgent with OTRS::ITSM that it can be triggered to create a ticket when an expiration date of an CI is reached.