Feature Add-on

Dynamic Field CI

The Dynamic Field CI Feature Add-on makes it possible to show CIs from the OTRS CMDB in dynamic fields in ticket masks in the agent and customer interface. This speeds up the ticket creation process for agents and clients by enabling the use of filters so that only those CIs that are relevant for the client company are shown and can be selected in the ticket masks. In addition, the CI search function can also be used directly in the ticket. Filters can be defined, e.g. based on:

Config item class
Usage status
Incident status
Customer ID

In addition, the following configurations are possible:

Automatic linking and type of linking between CI and ticket
How and in which ticket masks the CI should be shown (e.g. as a dropdown or a tree view)
Visualization in the customer or agent interface

Benefits

Customer-based visualization and selection of configuration items (CIs) when creating a ticket in the OTRS Customer Portal
Faster ticket creation thanks to the use of filters to choose which CIs should be shown, e.g. according to class, usage status, incident status, etc.
Maximum flexibility through use in different ticket masks for customers and/or agents
Rapid search for CIs when creating a ticket
Useful for statistics and automatic ticket notifications

Target Groups

Customers of companies that offer services for different devices/products (CIs)
Customer Service
Internal & External IT
Facility Management
Sales

Please Note

If the filters are changed after the CI and the ticket has been linked, the link will not be automatically updated.
In order to avoid discrepancies between the contents of dynamic fields and links, links should not be created or erased manually in the ticket zoom view as they will then not be shown in the dynamic field.
This Feature Add-on is incompatible with the Feature Add-on Ticket Forms.