Outdated documentation

You are looking at the documentation for an older release. For the latest information, please see current release documentation.

CIs in Customer Frontend

This feature add-on uses the customer ID attribute of your CI classes and makes CIs visible in the external interface. The customer user has read-only access to the following attributes:

• ID of their CI
• Name of the CI
• Class of the CI
• Deployment state
• Current incident state
• Date and time of the last update

On mail-in this feature add-on automatically links affected CIs based on the given configuration item ID found in the body of the email. It is also helpful for your service desk as, on ticket creation, they only have access to the CIs of the requester’s organization or department. This eases the selection of affected CIs a lot, especially if you have many CIs in your CMDB.

Benefits

• Automatic assignment of CIs saves time.
• Customers can assign CIs to new tickets.

Target Groups

• Customer service organizations
• External IT service providers
• Logistics
• Technical field service

Available in Service Package

• SILVER, GOLD, TITANIUM, PLATINUM

Package Name in OTRS Package Manager

• OTRSCIsInCustomerFrontend

Note

Not compatible with the following feature add-ons:

• Hide/Show Dynamic Fields
• Ticket Forms

Note

This feature add-on requires the ITSM Configuration Management feature.

Contents

• Administrator Interface
• Agent Interface
• External Interface