Re: [itsm] Where is the link to a configuration item (CI) in a ticket?

Hi Robin, Thank you for your document, which clarifies how to do link a CI to a Ticket. What I liked to know is whether it is possible to link to a CI when initiating a new ticket. The conversation of a helpdesk person with a user will be one like this: Client: I have Problem with my computer Helpdesk: What is your computer id? Client: It is 123abc Helpdesk: fine. what is happening to your computer? Client: When I push the on off button nothing happens, the screen stays black. Helpdesk: OK, I recorded the data. We'll have a look at it. ..... Is the recording of the CI number be possible from the start of the ticket? Maybe I am overseeing something, I am new to OTRS. Regards, Enrique. From: Robin Krisher To: longwave@terra.es Sent: Thursday, March 27, 2008 8:46 PM Subject: [itsm] Where is the link to a configuration item (CI) in a ticket? Enrique, Attached is an example of how I link a ticket to a piece of inventory. Hope it helps. Cordially, Robin P. Krisher CPE Technician Lubbock Emergency Communication District From: "longwave@terra.es" Subject: [itsm] Where is the link to a configuration item (CI) in a ticket? To: itsm@otrs.org Message-ID: <14386574.1206634818741.JavaMail.root@cps2> Content-Type: text/plain; charset="utf-8" Hello Otrs'ers, Just installed the OTRS 2.2.5 system with ITSM 1.1.0 Beta1 module. After having added Configuration Items, where is the link to such a CI from a Ticket, as well as for a service and SLA? This would be very useful to us. Thank you, Enrique Gonzalez. Ahora también puedes acceder a tu correo Terra desde el móvil. Infórmate pinchando aquí.