IT Service Management

IT Service Management

Use the CMDB as general CI and asset inventory

We desire a easy way to assign assets in the CMDB to end users and quickly display those, per user.

Other than using the CI Custom Search module. Ideally we would also be using QR code, preprinted asset tags, and have the QR code generate a OTRS friendly URL to zoom into a CI.

Submitted by (@nilsleideck4otrs)

Available as Business or freely selectable Feature : No MODERATOR

Voting

8 votes

IT Service Management

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.

 

 

Regards...

Submitted by (@testo1929)

Voting

3 votes

IT Service Management

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

Submitted by

Voting

4 votes