When trying to link a ticket through the AgentLinkObject PopUp, it is possible to select as target a ConfigItem Class. Once this is selected (Computer), then you can search either by ConfigItem ID or by (ConfigItem-) Name. How can I enhance the search criteria to search by some other (custom) field like HelpDesk (or serial number)?
Search colums on config items:
Example:
These custom fields work in the CMDB research, just need to work on the link screen with the ticket.
My Config Item Management:
Code: Select all
Config Item Class:
Computer
Version:
8
Created by:
Edson da Silva Freitas
Created:
02/24/2014 09:17:02
Definition:
[
{
Key => 'Vendor',
Name => 'Vendor',
Searchable => 1,
Input => {
Type => 'Text',
Size => 50,
MaxLength => 50,
},
},
{
Key => 'Model',
Name => 'Model',
Searchable => 1,
Input => {
Type => 'Text',
Size => 50,
MaxLength => 50,
},
},
{
Key => 'Description',
Name => 'Description',
Searchable => 1,
Input => {
Type => 'TextArea',
},
},
{
Key => 'Type',
Name => 'Type',
Searchable => 1,
Input => {
Type => 'GeneralCatalog',
Class => 'ITSM::ConfigItem::Computer::Type',
Translation => 1,
},
},
{
Key => 'Owner',
Name => 'Owner',
Searchable => 1,
Input => {
Type => 'Customer',
},
},
{
Key => 'SerialNumber',
Name => 'Serial Number',
Searchable => 1,
Input => {
Type => 'Text',
Size => 50,
MaxLength => 100,
},
},
{
Key => 'OperatingSystem',
Name => 'Operating System',
Input => {
Type => 'Text',
Size => 50,
MaxLength => 100,
},
},
{
Key => 'CPU',
Name => 'CPU',
Input => {
Type => 'Text',
Size => 50,
MaxLength => 100,
},
CountMax => 16,
},
{
Key => 'Ram',
Name => 'Ram',
Input => {
Type => 'Text',
Size => 50,
MaxLength => 100,
},
CountMax => 10,
},
{
Key => 'HardDisk',
Name => 'Hard Disk',
Input => {
Type => 'Text',
Size => 50,
MaxLength => 100,
},
CountMax => 10,
Sub => [
{
Key => 'Capacity',
Name => 'Capacity',
Input => {
Type => 'Text',
Size => 20,
MaxLength => 10,
},
},
],
},
{
Key => 'FQDN',
Name => 'FQDN',
Searchable => 1,
Input => {
Type => 'Text',
Size => 50,
MaxLength => 100,
},
},
{
Key => 'NIC',
Name => 'Network Adapter',
Input => {
Type => 'Text',
Size => 50,
MaxLength => 100,
Required => 0,
},
CountMin => 0,
CountMax => 10,
CountDefault => 1,
Sub => [
{
Key => 'IPoverDHCP',
Name => 'IP over DHCP',
Input => {
Type => 'GeneralCatalog',
Class => 'ITSM::ConfigItem::YesNo',
Translation => 1,
Required => 1,
},
},
{
Key => 'IPAddress',
Name => 'IP Address',
Searchable => 1,
Input => {
Type => 'Text',
Size => 40,
MaxLength => 40,
Required => 1,
},
CountMin => 0,
CountMax => 20,
CountDefault => 0,
},
],
},
{
Key => 'GraphicAdapter',
Name => 'Graphic Adapter',
Input => {
Type => 'Text',
Size => 50,
MaxLength => 100,
},
},
{
Key => 'OtherEquipment',
Name => 'Other Equipment',
Input => {
Type => 'TextArea',
Required => 0,
},
CountMin => 0,
CountDefault => 0,
},
{
Key => 'WarrantyExpirationDate',
Name => 'Warranty Expiration Date',
Searchable => 1,
Input => {
Type => 'Date',
YearPeriodPast => 20,
YearPeriodFuture => 10,
},
},
{
Key => 'InstallDate',
Name => 'Install Date',
Searchable => 1,
Input => {
Type => 'Date',
Required => 1,
YearPeriodPast => 20,
YearPeriodFuture => 10,
},
CountMin => 0,
CountDefault => 0,
},
{
Key => 'Note',
Name => 'Note',
Searchable => 1,
Input => {
Type => 'TextArea',
Required => 1,
},
CountMin => 0,
CountDefault => 0,
},
{
Key => 'HelpDesk',
Name => 'HelpDesk - Sem zero a esquerda',
Searchable => 1,
Input => {
Type => 'TextArea',
Required => 0,
},
CountMin => 0,
CountDefault => 0,
},
{
Key => 'HelpMonitor',
Name => 'HelpMonitor - Sem zero a esquerda',
Searchable => 1,
Input => {
Type => 'TextArea',
Required => 1,
},
CountMin => 0,
CountDefault => 0,
},
{
Key => 'HelpTeclado',
Name => 'HelpTeclado - Sem zero a esquerda',
Searchable => 1,
Input => {
Type => 'TextArea',
Required => 1,
},
CountMin => 0,
CountDefault => 0,
},
{
Key => 'PatrMonitor',
Name => 'PatrMonitor',
Searchable => 1,
Input => {
Type => 'TextArea',
Required => 1,
},
CountMin => 0,
CountDefault => 0,
},
{
Key => 'Prateleira_Estoque',
Name => 'Prateleira Estoque - A1, C3 etc',
Searchable => 1,
Input => {
Type => 'TextArea',
Required => 1,
},
CountMin => 0,
CountDefault => 0,
},
];
Here is some more information:
Code: Select all
server:~ # /opt/otrs/bin/otrs.Console.pl Admin::Package::List --allow-root
Listing all installed packages...
+----------------------------------------------------------------------------+
| Name: FAQ
| Version: 5.0.2
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The FAQ/knowledge base.
+----------------------------------------------------------------------------+
| Name: GeneralCatalog
| Version: 5.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The General Catalog package.
+----------------------------------------------------------------------------+
| Name: ImportExport
| Version: 5.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The ImportExport package.
+----------------------------------------------------------------------------+
| Name: iPhoneHandle
| Version: 4.0.1
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The iPhoneHandle Package.
+----------------------------------------------------------------------------+
| Name: ITSM
| Version: 5.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS::ITSM bundle package.
+----------------------------------------------------------------------------+
| Name: ITSMChangeManagement
| Version: 5.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS::ITSM Change Management package.
+----------------------------------------------------------------------------+
| Name: ITSMConfigurationManagement
| Version: 5.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS::ITSM Configuration Management package.
+----------------------------------------------------------------------------+
| Name: ITSMCore
| Version: 5.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS::ITSM Core package.
+----------------------------------------------------------------------------+
| Name: ITSMIncidentProblemManagement
| Version: 5.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS::ITSM Incident and Problem Management package.
+----------------------------------------------------------------------------+
| Name: ITSMServiceLevelManagement
| Version: 5.0.6
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: The OTRS::ITSM Service Level Management package.
+----------------------------------------------------------------------------+
| Name: MultiSMTP
| Version: 5.0.1
| Vendor: Perl-Services.de
| URL: http://www.perl-services.de
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: A module that allows OTRS to use several SMTP servers.
+----------------------------------------------------------------------------+
| Name: OTRSMasterSlave
| Version: 5.0.2
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: Includes "Ticket Master/Slave" feature.
+----------------------------------------------------------------------------+
| Name: Survey
| Version: 5.0.1
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: A customer survey tool.
+----------------------------------------------------------------------------+
| Name: SurveyExport
| Version: 0.3.1
| Vendor: Hunting Bears B.V.
| URL: https://github.com/mbeijen/OTRS-SurveyExport
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: Survey CSV Export.
+----------------------------------------------------------------------------+
| Name: SystemMonitoring
| Version: 5.0.1
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: Basic mail interface to System Monitoring Suites. Also provides deeper integration to Nagios (Acknowledge on lock and che ck script).
+----------------------------------------------------------------------------+
| Name: TimeAccounting
| Version: 5.0.1
| Vendor: xxx
| URL: http://otrs.org/
| License: GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
| Description: A Time Registration Module.
+----------------------------------------------------------------------------+
Done.