4.2 [Customer User Information Center]

The “Customer User Information Center” function allows you to view tickets and configuration items related to a specific customer user.
This function allows you to quickly reference previous tickets regarding the same customer user and see the information needed to respond to a new ticket.

(Table) Details of each widget in the [Customer User Information Center]

Widget Description Support
Japanese English
顧客ID Customer IDs The customer ID and customer name are displayed. In addition, the number of [In Progress] cases displays the count of tickets in Ops I that have statuses corresponding to incomplete, such as "awaiting_approval", "planning", "in_progress", "open", "awaiting_implementation", "declined", "awaiting_backout", and "implementing". The number of [Closed] cases displays the count of tickets in Ops I that have statuses corresponding to completed, such as "closed", "completed", "cancelled", and "closed_with_backout".
The following is not supported.
  • [Change Customer Relationship] button
    This button is displayed by the Primitive role "itsm_admin" in Ops I.
    Changing the customer user's customer affiliation is done on the [User Management] screen of the system application. For details, see "Functions > System > User management" in "JP1 Cloud Service/Operations Integration User's Guide".
 △
Assigned CIs Assigned CIs This is a list of configuration items for which the corresponding customer user is set as "Owner".
For details on configuration items, see "[CMDB]".		 〇
保留期限切れチケット Reminder Tickets Ops I tickets that have been in status "pending" for 24 hours are displayed. 〇
エスカレーションチケット Escalated Tickets － －
新規チケット New Tickets Ops I tickets with a status of "new" are displayed. 〇
対応中チケット Open Tickets Ops I tickets with a status of "awaiting_approval", "planning", "in_progress", "open", "awaiting_implementation", "declined", "awaiting_backout", and "implementing” are displayed. 〇
Closed Tickets Closed Tickets Ops I tickets with a status of "closed", "completed", "cancelled", and "closed_with_backout" are displayed. 〇
設定 Settings Select the widget to be displayed on the [Customer User Information Center] screen. 〇
顧客ユーザー情報 Customer User Information This widget displays user information configured on the [User Management] screen of the system application. 〇
顧客情報 Customer Information This widget displays customer information. 〇
(Legend) 〇: Supported, △: Partially supported, -: Not supported

For details on statuses in Ops I tickets, see “Ticket statuses”.
For details on the Customer Information Center, see the OTOBO manual.
https://doc.otobo.org/manual/user/11.0/en/content/agent/customers/customer-user-information-center.html