Solved: OTRS::ITSM Assign ConfigItem to a Group

[RBehr]

I need to group ConfigItems so that tickets raised for certain customers can only be linked to certain ConfigItems.

How do you assign a ConfigItem to a Group?

[jojo]

thats not possible

[RBehr]

What about assigning Config Items to queues? Is there no way of separating things so that a given agent can only see a subset of Config Items?

[jojo]

as I said, no. You can only assign CI Classes to a group

[RBehr]

What we are trying to do is manage assets for multiple customers. So we need to be able to link a Ticket for Customer A to Customer A's assets without being offered Customer B's assets. So the Customer on the Ticket should limit the list of available assets for the ticket - i.e. when linking to a CI.

This is a global operation for multiple customers, so an asset needs to be associated with a Customer and have Region, Country, City, Building and Room information again it.

How would you suggest this is best managed using OTRS::ITSM?

Many thanks!

[jojo]

this would need custom development

[RBehr]

Thanks jojo. This is something that we do need and would, I imagine, be useful to the community as a whole. OTRS is designed around multiple customers yet OTRS::ITSM cannot split assets amongst those customers.

How do we go about initiating custom development and what would be the associated costs?

[jojo]

please contact enjoy@otrs.com