New Feature / Feature Enhancement

Linking CIs via Postmaster Filter/Generic Agent

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 »

Submitted by (@markus.hlinka)

Voting

2 votes

IT Service Management

Script to remove old versions of CIs

It would be handy to have a back end script similar to otrs.ITSMConfigItemDelete.pl that would allow you to purge old CI versions. The xml_storage table does not seem to work very well when it gets large and people using automatic population of the CMDB can end up with a lot of versions that may not be required. We've done this manually on our CMDB by using a vbscript already, however it would be a useful addition to ...more »

Submitted by

Voting

5 votes

IT Service Management

Cycle through CMDB records without having to click back

It would be great if you could sort your CMDB by name, for example, then click on a record to view it. Then, rather than having to click 'back' and then locate the next record in the list, it would be easier to click a 'next' button to go to the next record in the list (as sorted initially). Of course, 'next' should be contextual relative to how the fields were sorted. This functionality could also provide for a ...more »

Submitted by

Voting

6 votes

Development

Add comment to linked objects in tickets

I think it would be nice if it would be possible to add a comment when linking an object like another ticket or an CI to a ticket. For example if you link a ticket to the current ticket you could describe what relationship the to tickets have or the context in which the ticket was linked. An example comment could be "Ticket addresses the same problem.". These comments would be an optional additional human readable explanation ...more »

Submitted by (@yorfeix)

Voting

10 votes

IT Service Management

Change CI incident state from link to CI in a ticket

It would be great if we could change the "Current Incident State" of a CMDB CI when linking an Incident ticket to the item. For example, a hard disk in a SAN fails and we raise a ticket. While linking the ticket to the CI (while creating the 'Incident' ticket), we could change the "Current Incident State" from 'Operational' to 'Incident'. This streamlines the process and helps those of use whose CMDB is effectively ...more »

Submitted by

Voting

12 votes

IT Service Management

CMDB Links should show up as pages

In OTRS 2.4.9 we have a big CMDB and some of the CIs have hundreds or even thousands of relations. When trying to see one of those CIs apache takes a lot time (some times up to 10 minutes) to build the configuration and show it up on the screen so it times out. It would be great if the CMDB relations where shown up in pages so apache can paint the first page and continue building the rest of the pages in the background ...more »

Submitted by

Voting

22 votes

IT Service Management

Auto-populate cmdb in otrs

Hello I want to know if it is possible to integrate OTRS with OSC or with onecmdb. This would be interesting because you will be able to auto-populate your cmdb in OTRS. I know there is an option for the importation of csv files, but I thing this is not best way to handle the cmdb. Also I found a little difficult the importation until now I can not import anything. Any help for the auto-population of the cmdb in ...more »

Submitted by

Voting

7 votes

IT Service Management

Information about CIs on ticket creation/display

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 »

Submitted by

Voting

9 votes