Show Customer's link to CIs

[jfhallee]

Hi,

I've searched over the forums about it and havent been able to find the right solution for us.

We've been able to add a customer type field in our Config Item class and its working properly. But now, we would like to show that relationship into the "Customer Information Center" screen. Is it possible to add that kind of box in there without changing core files ?

customer-information-center.png

Are we doing it right using a new field instead of finding a way to use the "Link to" feature (like the one in the Config Item creation screen). I read somewhere that using the link item to could be possible adding an xml file or editing the config.pm, but no one explained how to do it exactly.

Thanks for your time and help

[jfhallee]

Are my needs clear enough or you need more details about it? I'm still searching for clues on how to do it.

How do you guys handle links between people and their software licences for example in OTRS? I know you can add a field named "owner" or something, but how will you then display those links in an easy way for the techs?

Thanks again for your time and help and feel free to ask me if you need additionnal informations!

[jfhallee]

Found this message : http://lists.otrs.org/pipermail/dev/201 ... 02254.html

Anyone from OTRS team can tell me if this module was developped or not and if it can be found somewhere? I tried to contact that person and got no answer yet

Thanks again for your help!

[jfhallee]

Ok I'll jump into it I'm working with OTRS ITSM 3.2.2.

My first step is to actually add the option to link the CI to a CustomerUser.

I edited 2 files so far with no results on screen:

\Kernel\Config\Files\ITSMCore.xml

Added at line 149

Code: Select all

<ConfigItem Name="LinkObject::PossibleLink###3205" Required="0" Valid="1">
        <Description Translatable="1">This setting defines that a 'ITSMConfigItem' object can be linked with 'CustomerUser' objects using the 'RelevantTo' link type.</Description>
        <Group>Framework</Group>
        <SubGroup>Core::LinkObject</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Object1">ITSMConfigItem</Item>
                <Item Key="Object2">CustomerUser</Item>
                <Item Key="Type">RelevantTo</Item>
            </Hash>
        </Setting>
    </ConfigItem>

* Can anyone tell me what the "PossibleLink###3205" means? I suspected that is was an ID of some sort somewhere else but wasnt able to make sense of it...
** Also, Im not sure about the object type "CustomerUser". Tried to find where those object types are defined but there are way too much occurences of words like "ticket" or "ConfigItem" haha!

I also edited the file "\Kernel\Language\fr_ITSMCore.pm" (Im using the french localization but you could try it with "en" or whatever you like

Added this line at line 149.

Code: Select all

$Self->{Translation}->{'This setting defines that a \'ITSMConfigItem\' object can be linked with \'CustomerUser\' objects using the \'RelevantTo\' link type.'} = '';

So what I thought this would do is simply add the option in the link combobox to link CI to "Customer" but nope

Anyone can help me with part of my problems or pinpoint me what im doing wrong/good so far? haha!

Thanks a lot again for your time!

[jfhallee]

Ok, anyone tried to simply create a new ConfigItem type called "Customer" and simply bypass the OTRS Customer section? Like that we'd be able to link customers to config items, link ticket to customers, link ticket to config items, etc. So anyone tried it that way?