Issues with linking Ticket to Config Item

[michalborkowski]

Hello,

Below is a short description how the tickets are created in my system:
1. Customer sends an email with repair request. Email subject consist of: Ticket number of their internal ticketing system and the name of the machine -> Subject: ZLDxxxxx, machineXYZ failure
2. Postmaster filter adds needed parameters like SLA, priority etc. and divides the tickets into certain queues based on the name of the machine from the subject.

- All machines are Config Items added to the CMDB

Now I would like to automatically link the ticket to the machine but i can't do it.
Is it possible to somehow automatically link the Tickets to the Config Item (machine from the subject) with the help of postmaster filter, plugin or any other solution?

Regards,
Michal

[RStraub]

If you ask for "any other solution" everything is possible with OTRS

I don't have any experience with the add-on "System Monitoring" but that might have such a feature.

In our installation we wrote a custom module to parse incoming emails, change the Incident State of a config item and link it.

[michalborkowski]

Thank you for the quick reply.

There is a feature in System Monitoring add-on

"4. SystemMonitoring::LinkTicketWithCI.
Group: SystemMonitoring, Subgroup: Core::ConfigItem.
Link an already opened incident ticket with the affected CI. This is only possible when a
subsequent system monitoring email arrives."

Now I only have to find out how to configure and use it