The posts title is - lets just say confusing. The OP is looking for a feature I also need. The issue is now that I am at my new employer here I am reluctant to put in a ton of work for osTicket 1.11 or 1. anything with the talk of 2.0 being worked on and the fact that it is likely not built on the same framework. As a result I am concerned that the time and money I'd put into developing an AMDB Plugin/Link that it would be all for not.
If I read what the OP is looking for it is the following:
A user requests a ticket however it is actually for a piece of hardware. We want to have the ability to connect (within osTicket) the HW which has/had the issue and the ticket. This way come reporting time we can look at how many tickets are cropping up which are DIRECTLY HW related. The scenario I wanted to implement is that a certain category for a ticket would need to be selected to allow for this to be an option. IE:
Incident Ticket
Hardware <- So long as this category is selected then another drop down would appear in the ticket form.
HP
Printer
Hardware: Asset Tag: 123456789 - HP Laserjet Pro 402dn <--Everything on this side of Hardware would be in a drop down.
So now come reporting I can look at which hardware devices caused me a ton of grief and make a judgement call based on who reported the issues and/or get approval for equipment replacement based on stats and actual numbers.