Using names of elements of CMDB in dynamic fields

ASY · Post by **ASY** » 23 Nov 2012, 12:32

Hello.

Can I create ticket form with dropdown list from elements of CMDB ? For examle add all "location" class to dynamic field...
I found similar question in viewtopic.php?f=62&t=17511 , but this message without reply.

May be it will be possible in OTRS/ITSM 3.2 ?

Regards, Sergey.

ASY · Post by **ASY** » 23 Nov 2012, 15:10

Hm... Maybe I'm a bit wrong about viewtopic.php?f=62&t=17511 ...
Something can be achieved by a "link to other objects". I'll try to ask the question differently.

Can I show name of some linked config item in "view queue" and some other places which avaliable for dynamic fields ?

pitterlee · Post by **pitterlee** » 26 Nov 2012, 08:30

I'mn still trying to figure out why it was working the one week, for a few months now already, and then suddenly it has just stopped working.

yuri0001 · Post by **yuri0001** » 26 Nov 2012, 09:33

It's available with KIX4OTRS pocket. It displays in TicketZoom in customer information - table of links to CI's of linked to customer with their names.
Or you need customization in OTRS modules like AgentTicketZoom.pm & .dtl.
In first you can call module that search all CI's with customer, that create ticket in all CMDB Classes through AgentITSMConfigItemSearch & and in second you must display found CI's as table like in AgentITSMConfigItem

ASY · Post by **ASY** » 26 Nov 2012, 13:56

yuri0001 wrote:It's available with KIX4OTRS pocket. It displays in TicketZoom in customer information - table of links to CI's of linked to customer with their names.

I installed 4.2.1. "table of links" is useful feature, thanks, but I say about QueueView, not TicketZoom.

yuri0001 wrote: Or you need customization in OTRS modules like AgentTicketZoom.pm & .dtl.

"table of links" is sufficient for TicketZoom.

But "table of links" is good in the abstract: in my test I see "Linked Objects (1)" and emty "Linked config items" table. Might have I missed something in the settings ? And, second... Can I swap "Customer Information" and "Linked config items" ?

yuri0001 · Post by **yuri0001** » 26 Nov 2012, 20:36

If it empty - this mean that no CI' linked to customer or CI have no owner attribute in it definition - that only way to OTRS know customer's CI.
Display CI's in QueueView - to my mind it is wrong idea - too many info in this view

About change places for tables - it's for developers or write in their helpdesk

P.S. Коллега ASY - заходите на российский форум

Sorry.

ASY · Post by **ASY** » 27 Nov 2012, 08:41

yuri0001 wrote:If it empty - this mean that no CI' linked to customer or CI have no owner attribute in it definition - that only way to OTRS know customer's CI.

Understand. I no attention to it earlier. Only links for ticket exists in my case.

yuri0001 wrote:Display CI's in QueueView - to my mind it is wrong idea - too many info in this view

It should be customisable. This is useful to show "location" for tickets for example. Some other items from CMDB can be interesting also

yuri0001 wrote:About change places for tables - it's for developers or write in their helpdesk

I was hoping that they look in this forum.

Or someone has the required patch maybe...

yuri0001 wrote:P.S. Коллега ASY - заходите на российский форум

Здесь, или на otrs.ru ?

(I'm sorry too)

ASY · Post by **ASY** » 04 Dec 2012, 09:24

ASY wrote:It should be customisable. This is useful to show "location" for tickets for example. Some other items from CMDB can be interesting also

Please find and agree "Using names of elements of CMDB in dynamic fields" on http://otrsteam.ideascale.com if you are interested of this. Direct link to ideascale.

Znuny Open Source Ticketsystem