Hi!

We have been using OTRS since this summer and are now working on our CMDB – and I have some questions I hope someone can help withJ

We are running OTRS 2.4.4 with ITSM 1.3.1

I have added some services and linked some CI’s to these services – and also linked customer users to services.

When I register a new ticket – I get a list with services I can link to the ticket – this is great!

If I want to link a CI to a ticket, I have to search through all CI’s not only the ones belonging to the service I’ve already selected – ??

My questions are:

1. Is it possible to get a list of only the CI’s that are already linked to a service when you have linked a service to a ticket?

2. Is it possible to add CI’s in the “register new ticket” window (not having to register the ticket first and then press link etc.. our servicedesk complains about too much clicking around to register a ticket..)

3. Is it possible to get a view of the CI’s that are linked to a service in the ticket zoom view? now you have to manually link CI’s (or other tickets) for them to show in the ticket zoom view

Thank you in advance for your kind response!

Regards,

Kristin