ITSM & "Hardware repair orders"?

[pebeITS]

Hello. I just setup an OTRS 4.0.3 Installation with ITSM-Module. In our company, we do have repair orders from customers. The devices (e.g. laptop, pc, etc.) are not (and should not be) in our database. We just want to keep records of the repair process.

How the ITSM-Module can be used for that? Dynamic fields? New ticket type? Any ideas? What is your experience?
regards

[Wolfgangf]

I'd suggest:
- use the CMDB and create the records for the devices
- link the CMDB record to the ticket
- event. get the module from http://feature-addons.de/otrs/ITSM%20Co ... Management to show CI per user and enter the user for the device in the CMDB

[elgee]

Hello,

my case is almost the same: I also setup an otrs 4.0.3 with ITSM and as Wolfgang suggested, I'd like to link CMDB record to the ticket.
But I have no idea how to get this job done? Could you please give me a hint how or where to start?

Thanks and regards!

[Wolfgangf]

once having ITSM installed, CMDB records added:
- in the ticket: Link, Target Object "Computer", search the one you need, select the computer you want, choose the linktype and hit "add Links"
That's it

[elgee]

Oh thank you...