Linking ticket with CMDB - ITSM

[pumaboy]

Hello again,

I am trying to use OTRS ticket in combination with ITSM - CMDB.

Before I was using only the ticketing part, now after system monitoring integration with CMDB, when I try to work with the ticket and fix the problem, I saw two problems:

- I can't see the ticket link with the CMDB in the ticket zoom

If I do the link manually I can see the link at the end of the ticket zoom.

- When I close the ticket the state of CI stay with "incident" status.

How can I do to change the state of the CI other time to normal automatically?

I was working with the tickets only and now with the ITSM module I'm a little lost, I want to use all the functions of the ITSM if its possible.

Thanks to all!

[Wolfgangf]

- I can't see the ticket link with the CMDB in the ticket zoom

- did you check the sysconfig setting regarding linking the CI (Core::ConfigItem)
- have a look at the CI name: is it the same as stated in the monitoring mail?

If I do the link manually I can see the link at the end of the ticket zoom.

should not be necessary if the above (linking) is working

- When I close the ticket the state of CI stay with "incident" status.

exactly, only closing the ticket through the system monitoring module changes the status. I once reported that issue to OTRS

How can I do to change the state of the CI other time to normal automatically?

only manually - got to the CI -> Edit -> State ...