Re: [dev] Notification TAG for ITSM- Config Item

Hi Rocco, On Monday, February 18, 2013, Rocco Tocci wrote:

Good evening to all, can you tell me if there is the ability to retrieve some of the attributes of an asset attached to a ticket with the OTRS Notification Tags . I saw the link https://portal.otrs.com/otrs/**customer.pl?Actionhttps://portal.otrs.com/otrs/customer.pl?Action= CustomerFAQZoom; ItemID = 70, but have not found anything about the CI. I would like to send, whith an automatic notification to a client, some data asset associated with the ticket.

This is not possible out of the box; you can only send information on

Ticket, Service, SLA, Queue, and User related attributes. The thing is there is a 1:n relationship with CI's, for any ticket there can be zero, one or more CI's linked. This makes it difficult, if you would have a ticket with one or more printers linked, what would a tag such as contain? That said, I think it would be very helpful in some scenarios to be able to provide attributes of linked CI's, or tickets, or changes, in notifications. If anyone would have some thoughts on this (or code to share!) I'd be definately interested. -- Mike -- Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - http://j.mp/11TFPSr