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
Hi Kristin, Am 06.11.2009 um 12:27 schrieb Kristin Ekornes Strøm:
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?
There is a enhancement bug already created for this idea: http://bugs.otrs.org/show_bug.cgi?id=1977 You might want to set yourself on Cc.
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..)
In the grey bar in the upper left you should see "link" link which does open an new window where you can link CIs during creating a ticket. You do not need to link them AFTER creating a ticket anymore. If you did not modify your dtl file "AgentTicketPhone.dtl" this is available after installing ITSM.
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
Sounds like you first question. This might be solved with the enhancement as well. @ Michiel, do you think this will be in the next ITSM modules? Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net LeideX.net Nils Leideck - ITSM Greesbergstr. 11 D - 50668 Köln Altstadt-Nord Mobile : +49 (0) 173 2733 892 Tel. : +49 (0) 221 1689 6910 FAX : +49 (0) 221 2711 285 Geschäftssitz: Köln Altstadt-Nord, Amtsgericht: Köln, HRB 10751 Steuernummer: 215/5102/2272, IdNr: 49 303 782 567 https://webint.cryptonode.de / a Fractal project
Thank you - looks like the enhancement is what I'm afterJ And yes, I do have the link in the upper left corner when registering a ticket - I'm sorry I didn't manage to see that myself.. /Kristin From: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: 7. november 2009 21:40 To: OTRS::ITSM User questions and discussions Subject: Re: [itsm] Service - CI link Hi Kristin, Am 06.11.2009 um 12:27 schrieb Kristin Ekornes Strøm: 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? There is a enhancement bug already created for this idea: http://bugs.otrs.org/show_bug.cgi?id=1977 You might want to set yourself on Cc. 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..) In the grey bar in the upper left you should see "link" link which does open an new window where you can link CIs during creating a ticket. You do not need to link them AFTER creating a ticket anymore. If you did not modify your dtl file "AgentTicketPhone.dtl" this is available after installing ITSM. 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 Sounds like you first question. This might be solved with the enhancement as well. @ Michiel, do you think this will be in the next ITSM modules? Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net LeideX.net Nils Leideck - ITSM Greesbergstr. 11 D - 50668 Köln Altstadt-Nord Mobile : +49 (0) 173 2733 892 Tel. : +49 (0) 221 1689 6910 FAX : +49 (0) 221 2711 285 Geschäftssitz: Köln Altstadt-Nord, Amtsgericht: Köln, HRB 10751 Steuernummer: 215/5102/2272, IdNr: 49 303 782 567 https://webint.cryptonode.de https://webint.cryptonode.de/ / a Fractal project
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Kristin Ekornes Strøm -
Nils Leideck - ITSM