Lookup Table for Serial No

[Albert]

Hi,

I would like to know how to input in the serial number of PCs in the system when a user raise a report it would check against a lookup table? The lookup table should be able to hold the details of the PC like CPU, RAM, HDD, OS and peripherals details. Thank you.

Regards,

[jojo]

Have a look at the ITSM modules. You'll need the configuration management

[Albert]

Hi,

But what I need is a help desk for my clients (where we manage their desktop on a contract basis). Is the ITSM suitable? I am always under the impression that ITSM is more geared towards in-house helpdesk with asset tracking. Thanks.

[jojo]

yes, this module is also usable for this kind of tickets

[Albert]

yes, this module is also usable for this kind of tickets

Hi,

Thanks for the prompt reply.

1) Can the customer's users still be able the self create login account?
2) Can the equipment details stored in the database be confined to the particular customer? Meaning when a support ticket is raised the users only can select equipment that belongs to the customer organisation?
3) Is there a comparision matrix for the functionality and use case scenario between OTRS Help Desk vs OTRS ITSM that I can refer to?.

Regards,

[jojo]

1) yes
2) only with additional module (available for support customers)
3) no