ITSM - DynamicFieldITSMConfigItem vs. Notification

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picsu1977
OTRS newbie
Posts: 7
Joined: 02 Aug 2019, 22:12
OTRS Version?: 5.0

ITSM - DynamicFieldITSMConfigItem vs. Notification

Post by picsu1977 » 06 Aug 2019, 17:21

Hello Colleagues,

I need some support and I hope somebody can answer me.

We are using OTRS 5.x and succesfully installed the "DynamicFieldITSMConfigItem" add-on. If we create a new ticket all is works perfectly, we can see the customer from CMDB ...everybody was happy.
customer.JPG
...but....

We want to have this field information in the notification as well.
If we put the <OTRS_TICKET_DynamicField_URC> code into the outgoing mail, the result is only a number:
ticket.JPG
This number is the last two character of the CMDB menu -> CONFIGITEM column.
configitem.JPG
Can someone help me, how can we see the full field information instead of this number?...soo see "Széchenyi István Gimnázium" instead of 93.

Thank you so much. Istvan
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skullz
OTRS wizard
Posts: 180
Joined: 24 Feb 2012, 03:58
OTRS Version?: OTRS 6

Re: ITSM - DynamicFieldITSMConfigItem vs. Notification

Post by skullz » 17 Aug 2019, 23:32

<OTRS_TICKET_DynamicField_URC_Value>

picsu1977
OTRS newbie
Posts: 7
Joined: 02 Aug 2019, 22:12
OTRS Version?: 5.0

Re: ITSM - DynamicFieldITSMConfigItem vs. Notification

Post by picsu1977 » 04 Sep 2019, 07:24

It works! Thank you!

picsu1977
OTRS newbie
Posts: 7
Joined: 02 Aug 2019, 22:12
OTRS Version?: 5.0

Re: ITSM - DynamicFieldITSMConfigItem vs. Notification

Post by picsu1977 » 04 Sep 2019, 20:10

Dear Colleagues,

Is it possible, that after the DynamicFieldITSMConfigitem (5.0.10.) installation, I am unable to edit the CMDB database?

I tried to create new and modify exists elements (all permission OK), but after if I click to "SEND" nothings happened. :(

Any idea would be great.

Thank you in advance.
Istvan

skullz
OTRS wizard
Posts: 180
Joined: 24 Feb 2012, 03:58
OTRS Version?: OTRS 6

Re: ITSM - DynamicFieldITSMConfigItem vs. Notification

Post by skullz » 11 Sep 2019, 04:32

OTRS v5.0.x?
may be bug https://bugs.otrs.org/show_bug.cgi?id=12409

updating to latest release should be good

picsu1977
OTRS newbie
Posts: 7
Joined: 02 Aug 2019, 22:12
OTRS Version?: 5.0

Re: ITSM - DynamicFieldITSMConfigItem vs. Notification

Post by picsu1977 » 15 Sep 2019, 18:54

Hi Skullz,

Thank you for your tip.

OTRS = 5.0.11

My DynamicField version is 5.0.10 but maybe exits 5.0.15.....unfortunatly I didn't find it...

Do you have a link maybe?

Thanks a lot.

Istvan

picsu1977
OTRS newbie
Posts: 7
Joined: 02 Aug 2019, 22:12
OTRS Version?: 5.0

Re: ITSM - DynamicFieldITSMConfigItem vs. Notification

Post by picsu1977 » 18 Sep 2019, 21:30

Dear Skullz,

I updated the following packages:

- ITSMConfigurationManagement 5.0.15
- ITSMCore 5.0.15
- ImportExport 5.0.15
- GeneralCatalog

All works! Thank you Skullz!

picsu1977
OTRS newbie
Posts: 7
Joined: 02 Aug 2019, 22:12
OTRS Version?: 5.0

Re: ITSM - DynamicFieldITSMConfigItem vs. Notification

Post by picsu1977 » 19 Sep 2019, 19:29

Dear Colleagues,

One more question. Do I have any chance to import from the CMDB Database a Description field (red mark) into the outgoing mail?
CMDB_client.JPG
I successfully added (Dynamicfield) the client name with Skullz code, but I do not know, that possible to add any other fields like "description" field.
URC.JPG
CI_Name.JPG
I would be greatful if someone can give me a solution.

Thank you. Istvan
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skullz
OTRS wizard
Posts: 180
Joined: 24 Feb 2012, 03:58
OTRS Version?: OTRS 6

Re: ITSM - DynamicFieldITSMConfigItem vs. Notification

Post by skullz » 08 Oct 2019, 09:43

i dont think this possible without development.
since DynamicField_URC contains the ID of the config item, you MAY :

1. use Generic Ageneric, upon DynamicField_URC update or ticket create or any event, execute custom module

2. This custom module should get the ticket details first including DynamicField_URC value,
get the details of config item based on based on the ID ( DynamicField_URC value),
the update back any ticket dynamic field with any config item information.

**this is just the idea**
you should refer ticket api and config item api

picsu1977
OTRS newbie
Posts: 7
Joined: 02 Aug 2019, 22:12
OTRS Version?: 5.0

Re: ITSM - DynamicFieldITSMConfigItem vs. Notification

Post by picsu1977 » 09 Oct 2019, 19:04

Thank you Skullz!

I think we need to skip this idea.

You helped a lot.

Thank you again.Istvan

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