OTRS::ITSM Link ConfigItem to new Ticket

[RBehr]

Here's the scenario: we have thousands of CIs, and find the search template when linking a ticket to a CI limited. It would be nice to have the same search template as the one you get when searching for a CI directly. However, failing that, it would be useful to search for a CI using the Search function from the CMDB menu and then have a link that creates a new ticket, already linked to the CI.

Is this possible?

[nasa]

If anyone ever responds to you i'd like something similar. So for example:

1) requirement to create a Change. The change can only happen on an item that is in the CMDB, so it makes sense for wehn you create a Change, it gives you a 'search' or drop down or something to allow you to create a change request the links to an item in the CMDB.

[RBehr]

I'm not holding my breath, nasa...

Anybody out there got an answer?

[alexus]

We have this kind of custom development. It work the following way.
In AgentTicketPhoneNew we have autocomplete field (like a customer field) where when you input data you can make search based on serial number of ConfigItem. The chosen CI is automatically linked with new Ticket. Besides if CI contains info about Customer, this Customer is autovarically chosen.

Also we have custom, which allows autolink CI to new ticket created by email if email contains serial number.

If you are interested in our developments please fill free to contact us otrs@radiants.ru.