[SOLVED]CIs not showing when searching on Customer User Information Center

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chrotha
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[SOLVED]CIs not showing when searching on Customer User Information Center

Post by chrotha »

Hey guys,

We've been adding CIs to our CMBD module and when we try searching for either a customer user or a customer, there's no CIs assigned to neither.

I've been searching a bit and I cant' find any information on why this is happening.
Can anyone give me a hand?
The OTRS version we're using is 6.0.10

Thanks in advance
Last edited by chrotha on 18 Feb 2019, 18:18, edited 1 time in total.
chrotha
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Re: CIs not showing when searching on Customer User Information Center

Post by chrotha »

Forgot to mention that all of our CIs have an owner. Some of the customer users are from an LDAP connection but we tried even with a customer user that's on the database.

Thanks
RStraub
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Re: CIs not showing when searching on Customer User Information Center

Post by RStraub »

Hmm, could you post your CI definition here?
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
RStraub
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Re: CIs not showing when searching on Customer User Information Center

Post by RStraub »

Oh, and did you configure the SysConfig here:

Code: Select all

AgentCustomerInformationCenter::Backend###0060-CIC-ITSMConfigItemCustomerCompany
to define which keys OTRS should lookup?
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
chrotha
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Re: CIs not showing when searching on Customer User Information Center

Post by chrotha »

Hey Rolf, thanks for the fast reply.

It's this one

Code: Select all

[
   {
        Key => 'Location',
        Name => Translatable('Location'),
        Searchable => 1,
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 50,
        },
    },    

    {
        Key => 'Owner',
        Name => Translatable('Owner'),
        Searchable => 1,
        Input => {
            Type => 'Customer',
        },
    },
    
  {
        Key => 'Type',
        Name => Translatable('Type'),
        Searchable => 1,
        Input => {
            Type => 'GeneralCatalog',
            Class => 'ITSM::ConfigItem::Computer::Type',
            Translation => 1,
        }
    },
    
    {
        Key => 'Model',
        Name => Translatable('Model'),
        Searchable => 1,
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 50,
        },
    },
    {
        Key => 'Vendor',
        Name => Translatable('Vendor'),
        Searchable => 1,
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 50,
        },
    },

    {
        Key => 'SerialNumber',
        Name => Translatable('Serial Number'),
        Searchable => 1,
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 50,
        },
    },
    
    {
        Key => 'OSName',
        Name => Translatable('Os Name'),
        Searchable => 1,
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 50,
        },
    },


    {
        Key => 'IDS2',
        Name => Translatable('ID Simbolo2'),
        Searchable => 1,
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 50,

            # Example for CI attribute syntax check for text and textarea fields
            #RegEx             => '^ABC.*',
            #RegExErrorMessage => 'Value must start with "ABC"!',
        },
    },
    {
        Key => 'CostCenter',
        Name => Translatable('Cost Center'),
        Searchable => 1,
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 50,
        },
    },

    {
        Key => 'Provider',
        Name => Translatable('Provider'),
        Searchable => 1,
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 50,
        },
    },

    {
        Key => 'CSP',
        Name => Translatable('CSP'),
        Searchable => 1,
        Input => {
            Type => 'TextArea',
        },
    },
{
        Key => 'PurchaseDate',
        Name => Translatable('Purchase Date'),
        Searchable => 1,
        Input => {
            Type => 'Date',
            Required => 1,
            YearPeriodPast => 20,
            YearPeriodFuture => 10,
        },
        CountMin => 0,
        CountDefault => 0,
    },
{
        Key => 'WarrantyDate',
        Name => Translatable('Warranty Date'),
        Searchable => 1,
        Input => {
            Type => 'Date',
            Required => 1,
            YearPeriodPast => 20,
            YearPeriodFuture => 10,
        },
        CountMin => 0,
        CountDefault => 0,
    },    
{
        Key => 'Techsuport',
        Name => Translatable('Technical Support'),
        Searchable => 1,
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 100,
        },
    },
    {
        Key => 'Contract',
        Name => Translatable('Contract'),
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 100,
        },
    },
    {
        Key => 'CPU',
        Name => Translatable('CPU'),
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 100,
        },
        CountMax => 16,
    },
    {
        Key => 'Ram',
        Name => Translatable('Ram'),
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 100,
        },
        CountMax => 10,
    },
    {
        Key => 'HardDisk',
        Name => Translatable('Hard Disk'),
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 100,
        },
        CountMax => 10,
        Sub => [
            {
                Key => 'Capacity',
                Name => Translatable('Capacity'),
                Input => {
                    Type => 'Text',
                    Size => 20,
                    MaxLength => 10,
                },
            },
        ],
    },
    {
        Key => 'AssetCOD',
        Name => Translatable('Asset Code'),
        Searchable => 1,
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 100,
        },
    },
    {
        Key => 'NIC',
        Name => Translatable('Network Adapter'),
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 100,
            Required => 1,
        },
        CountMin => 0,
        CountMax => 10,
        CountDefault => 1,
        Sub => [
            {
                Key => 'IPoverDHCP',
                Name => Translatable('IP over DHCP'),
                Input => {
                    Type => 'GeneralCatalog',
                    Class => 'ITSM::ConfigItem::YesNo',
                    Translation => 1,
                    Required => 1,
                },
            },
            {
                Key => 'IPAddress',
                Name => Translatable('IP Address'),
                Searchable => 1,
                Input => {
                    Type => 'Text',
                    Size => 40,
                    MaxLength => 40,
                    Required => 1,
                },
                CountMin => 0,
                CountMax => 20,
                CountDefault => 0,
            },
        ],
    },
    {
        Key => 'Note',
        Name => Translatable('Note'),
        Searchable => 1,
        Input => {
            Type => 'TextArea',
            Required => 1,
        },
        CountMin => 0,
        CountDefault => 0,
    },
];
And in that case, the Key would it be something like this?
CustomerInfo.PNG
Thanks.
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RStraub
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Joined: 13 Mar 2014, 09:16
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Real Name: Rolf Straub

Re: CIs not showing when searching on Customer User Information Center

Post by RStraub »

Yes. Add a new entry where Key = ClassName and Value = "Owner" (= the key of your field of type customer).
Currently using: OTRS 6.0.14 -- MariaDB -- Ubuntu 16 LTS
chrotha
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Posts: 93
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Re: CIs not showing when searching on Customer User Information Center

Post by chrotha »

Hey,

I added the following to the to the
AgentCustomerInformationCenter::Backend###0060-CIC-ITSMConfigItemCustomerCompany configuration

customer.PNG
Although it's still not working as intended.

Is there something wrong with the configuration?
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skullz
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Re: CIs not showing when searching on Customer User Information Center

Post by skullz »

For customer user (Type => Customer)

AgentCustomerUserInformationCenter::Backend###0060-CUIC-ITSMConfigItemCustomerUser


For customer (type => CustomerCompany)

AgentCustomerInformationCenter::Backend###0060-CIC-ITSMConfigItemCustomerCompany
chrotha
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Re: CIs not showing when searching on Customer User Information Center

Post by chrotha »

Hey guys

Thank you very much, it has been solved :)
iacsvrn
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Re: [SOLVED]CIs not showing when searching on Customer User Information Center

Post by iacsvrn »

How do you show CI at Customer Customer User Center?
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