Retreieve hostname when logging a ticket

[Maxon74]

im trying to find a way to auto pulls the hostname into the ticket.

the user would be using a vm on our network.  if the ticket auto pulls the hostname it would then auto link to systrack to pull all other info about the vm without having to manually search for it.

would anyone know an option for SN to auto do this?

thanks

[Kieran Anson]

Just to clarify. Are you wanting to auto-pull the VM from the users assigned configuration item. Or is this more about pulling the hostname of the device in which they're opening the browser to log a ticket via your portal?

[Maxon74]

as some users have multiple vm's we would need to pull the actual one they are calling from and raising an issue.

we can then auto pull in cpu related details for the vm using systrack.  but we just need to auto pull in the hostname.

to save this manual method of go finding their hostname from altiris then entering into systrack to check cpu/ram etc info

[Kieran Anson]

Understood. A browser does not have access to this sort of information. If it did, it would pose a security risk. 

I'm not sure if ServiceNow's DEX product has something, but it's a possible avenue to explore. 

[Maxon74]

correct, from the vm they are logging ticket from.

as the user may have multiple vm

we can manually look them up in altiris etc but trying to automate.

and once automated systrack is implemented into our SN so would have report data on the current state of that particular vm.

looking to streamline things nicely