if you already know the relationship between a CI and a user you can do something like this:
- create a PickList: Show all CIs where Owner/User = CurrentLoginId()
- create a field in the Incident BO (e.g. XTN_ClientCI)
-> validated by the PickList you have created right before
- Modify the WebSelfService.New form:
-> Add XTN_ClientCI to the form.
- Add a Incident Business Rule: On Insert (XTN_ClientCI not empty)
-> Search and link: (link the CI)
If the customer submits an Incident via SelfService, he can choose his asset.
Do a Search & Link as well afterwards here.
If you have the Client-IP in your CMDB, you can do i for incoming mails as well.
-> Inspect the Header, extract the Client and map it.
I too would like to capture the name of the computer the client is using when they submit an incident.
I've seen the "WSDL and Script Repository" feature under Integration Tools, but there isn't documentation on how to use it.