Link CIs to customer users

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tomS
Znuny newbie
Posts: 28
Joined: 08 Dec 2018, 11:43
Znuny Version: 6 Patch Level18
Real Name: Thomas Schachtner
Company: privat

Link CIs to customer users

Post by tomS »

Hi there,

I hope I'm not too annoying with my many questions.
Especially this one seems to have been asked several times already, but either there was no real answer for it, or I didn't find the correct answer or I didn't understand it.

I would like to be able to easily add CIs where the current customer user is the owner to a ticket.

Like this:
- User calls (telephone ticket)
- Ticket form is automatically pre-filled with the customer-user's data user CTI information. (already working and a great feature!!!)
- User has trouble with his PC
- I click on "Link ticket"
- then I see all the items the customer user is the owner of
- I now can easily link the ticket to his PC as it is already shown in the list (assuming the caller has a problem with the PC he owns)
- In addition to that, it should still be possible to add all the other CIs in the traditional way - just in case the call is for another piece of hardware or so...

I understood that I can link CIs to customer users using the Owner field.
I also understood that I can set a sysconfig value telling the system that the Owner fiels refers to the system's owner
But I do not understand how I can make use of the link.
Would a scenario as described above be possible?

Best regards
Tom
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