CI Assignment Attribute Dynamic Field Map
The CI Assignment Attribute Dynamic Field Map Feature Add-on makes it possible to link configuration items (CIs) from the OTRS CMDB with services and SLAs, thereby both providing service agents with a better overview and making it possible to offer purely CI-oriented services. This is especially helpful for companies that provide services for a wide range of different devices or products and that must conform to strict SLAs. In addition, the Feature Add-on also makes it possible to map and link CI attributes to previously created dynamic fields. If the fields are merely text fields, it is possible to carry out simple mapping in the system configuration. In the event that the CI has multiple values that must be displayed in a ‘drop down’ dynamic field in the ticket, an extended mapping must be configured. To do so it is first necessary to link the value to be assigned with the CI attribute key, e.g. NIC::IPoverDHCP, in order to then assign the content of the values of the CI attribute to the values of the dynamic field. Because it is not possible for technical reasons to do this in the system configuration graphical frontend of OTRS, it is necessary to modify the file ‘Kernel/Config/Files/OTRSCIAssignmentSLA.xml’. To do so, the values of the dynamic fields — e.g. desktop, laptop, cell phone, etc. — are simply inserted into the ‘Hash-Item-Hash’ part of the code as in the following example:
The numbers define the order in which the values are shown in the dynamic drop-down field. The changes are incorporated into the system configuration by clicking on the refresh button and reloading the page. It is now possible to assign the values of the dynamic field to the newly added values. If a CI is then linked to a ticket, the CI attributes assigned in the mapping will be shown in the ticket information on the right and will be automatically updated when the CMDB is modified.