If you want to link a config item to a ticket from inside the ticket you can only search for it by - ConfigItem# - Name - 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 »
I would like to have an option to link CIs based on a regular expression (Subject|Body) within the Postmaster Filter and/or Generic Agent. Example for Postmaster Filter: We have a filter condition for subjects that looks like: ((?<=\bCI:\s)(\S+)) So I would like to link the CI written in the subject [***] with the CI in the CMDB. Example for Generic Agent: I have a process where a customer or an agent can enter a string ...more »
It would be helpful to have a "quicksearch" for the CMDB similar to the one for tickets, i.e. available on the toolbar or in the CMDB menu. The full search interface is powerful, but complicated to handle.
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.
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 you to show proposals from existing CI names for new CI names while typing the name for the new CI.
The start of recognition should be configurable by how many characters are needed to enter (0=off, 5=default or so...).
I suggest you to make it possible to create new CIs directly from the link item menu.
Please add CI information to the customer information bar as you do with the "Open tickets". 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 »
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
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
While designing the model for our CMDB, I ran accross the problem how we can model changes of physical machines to virtual ones. I didn't find a way how I could make sure valid configurations are enforced under all circumstances. The one thing I missed is a way to describe that a CI either has attributes A and B or C and D, but never all four of them. I was able to express that specifying A implies necessity to specify ...more »