IT Service Management

IT Service Management

Submitted by (@testo1929)

Create automatic link between a Ticket and a Config Item

Hi there.


I have a question, I want to send an email to OTRS, and I want to that ticket opens automatically with a Config Item linked. Is could that possible?


I know that is possible to automatic open a ticket with a service linked. And link that service with CI's before send the email. But I just want to know if is possible just to "autolink" a ticket with a CI, when an email arrives.





3 votes

IT Service Management

Submitted by

Make article create easier in process manager

Currently when you want a Transition Action to create an article you almost have to 'program' the article settings. Why not offer an interface comparable to e.g. event notifications or the add note interface of GenericAgent.


There is also no copy option, when you need to create a lot of Transition Actions which creates articles it is a lot of work


4 votes