Hello! Is there a possibility to connect a Configuration Item to a customer? For example: If a customer sitting in room xxx using PC yyy opens a ticket, the support agent can see directly which PC at which location is involved. Thank you! Jens
Hi Jens In OTRS::ITSM 1.0 you must use the config item search mask to find all items of a customer. But we plan to implement some improvements in future releases to simplify ticket handling with involed config items. Mit freundlichen Grüßen Manuel Hecht ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0)9421 56818 0 :: Fax: +49 (0)9421 56818 18 http://www.otrs.com/ :: Communication with success! Von: itsm-bounces@otrs.org [mailto:itsm-bounces@otrs.org] Im Auftrag von Rummler, Jens Gesendet: Montag, 21. Mai 2007 15:10 An: itsm@otrs.org Betreff: [itsm] Link between customer and CI Hello! Is there a possibility to connect a Configuration Item to a customer? For example: If a customer sitting in room xxx using PC yyy opens a ticket, the support agent can see directly which PC at which location is involved. Thank you! Jens
participants (2)
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Manuel Hecht -
Rummler, Jens