New CI Class does not assign to customers in Customer Information Centre

[daveybops]

Hi everybody. Thoughts on this one please: Created new Config Item (CI) Class and named it "Email Domain". At the top of the definition, I have as follows:

Code: Select all

---
- Key: CustomerID
  Name: Customer Company
  Searchable: 1
  Input:
    Type: CustomerCompany

I then created a record using this new CI, and assigned it to a customer. When I go to that customer's Information Centre, the CI Class is visible, but no record assigned to it, as pictured.
Can anyone suggest where in the system I am going wrong? Location and Computer CMDB records work fine for this customer. The CI classes Location and Computer are pre-configured in OTRS::ITSM but have been edited by me.
I have not assigned anything to any other customers, as I am still just getting to grips with the system.

[daveybops]

Found it!
It isn't enough to create the CI class as I did. For each CI class created, go to Admin--> System Configuration --> and search AgentCustomerInformationCenter::Backend###0060-CIC-ITSMConfigItemCustomerCompany and make the link there. This requirement is mentioned in this document but without clarity or detail of why and how-to. Also, no mention in documentation that I can find for OTRS 6 which is what I'm using. OTRS 7 setting same as 6 for this config. https://doc.otrs.com/.../customer-infor ... enter.html

All this with the "help" of someone who sarcastically pushed me to re-read the document and fill in the gaps by sending me a LMGTFY link in the OTRS facebook group.

Just because he didn't know the answer himself and thought he might be funny.