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


Submitted by (@nilsleideck)

Smart SysConfig

I suggest to make the SysConfig checking inputs for validation.

If one does configure an invalid / not existing value, like a Queue "PostMaster" instead of "Postmaster" it should complain the setting.

The SysConfig should not disallow to save the changes but it should somehow highlight the failed validation check.


9 votes