Modifying CMDB items from ticket

[redpages]

Hi everyone,

I would like to modify cmdb items attributes from a process.

What are we doing:

- we are working a lot with processes to get the tickets from one state to another
- we are using a lot of dynamic fields to hold the statuses and data
- we are able to use CMDB CI values as dynamic fields using cape-it.de addon
- we need to change CI often and its not too comfortable to switch between CMDB and ticket interface if we need to modify CI attributes

What we would like to achieve:

- we need to change the CMDB CI attributes if the state of the ticket changes or dynamic field value is changed using values stored in dynamic fields.

Let's say the IP address of a computer needs to be changed for some reason. Customer issues a ticket which starts automatically a process. Agent see the computer CI attributes on a process form and have to enter the new one. After he enters a new value it should be modified in CMDB.

That part in bold is what I need to somehow implement.

Any ideas?

Thank you,

Janos

Ps: using generic agent somehow and passing the parameters should be a way?

[wurzel]

Hi,

You can use webservices with a cmdb connector.
The OTRS Business Solution (otrs.com) provides such a generic connector.

Flo

[redpages]

Hi Flo,

I'm using OTRS free version. Can you explain me a bit how it's working in a paid version? Maybe someone can help me to set it up on a free version.

Regards,

Janos

[wurzel]

Hi,

I just install the generic CMDB connector. I do not know how it works. (I am not a developper)
There is a reason why you have to pay for it.

Florian

[redpages]

I'm sorry but I can't afford it. But thank you for your answer. Hopefully someone else can help me to find a solution.

Regards,

Janos