This documentation supports the 20.19.02 version of Remedyforce.

To view the previous version, go to BMC Remedyforce 20.19.01

Linking supporting information to a configuration item

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If you create an incident or any other record (such as, change request) for an issue with a configuration item (CI), you can link that CI to the record. For more information, see Viewing, linking, and unlinking CIs from a record. The records linked to the CI are also displayed on the Details tab of the CI record in the Instance Editor (Remedyforce CMDB tab). 

On the Details tab, click View to filter records and click Actions to add action records.The following table lists the tabs on the Details tab that enable you to link different types of records with a CI and view the previously linked records:

TabAdditional information
History

This tab enables you to add Knowledge Article, Notes, or Review actions to the CI. By default, Client Note action is not available on this tab. However, if your system administrator has made the Client Note action available to CIs, you cannot edit the action after adding it.

Client Note actions are for the exclusive use of Self Service clients. This restriction is added to allow only Self Service clients to edit Client Note actions.
AgreementsThis tab is available only for the Business Service CIs.
Clients

On the Attributes > General tab of the Instance Editor, if you select a client in the Primary Client field, the primary client is displayed on the Clients tab and the (Primary Client) text is also displayed next to the client name. If you select another primary client for the CI from the Attributes > General tab, the previously selected clients (including the primary client) are not deleted from the Clients tab. You have to manually unlink the clients based on your requirements.

Note: If you add the Configuration Item field to the Ticket or Service Request forms in Self Service, to display the CI to a client, link the client to the CI. Only CIs that are linked to a client are displayed to the client in Self Service.

Accounts

If the In accounts lists, display Remedyforce accounts by default check box on the Remedyforce Administration > Application Settings > General Application Settings page is selected, only Remedyforce accounts are shown in the Select from Accounts window

In the Select from Accounts window, to see all accounts, click View and clear the Remedyforce Accounts check box.

Incidents

Starting with version 20.15.02, you can link tasks to a configuration item (CI). If you customized an earlier version to link tasks and CIs, and upgraded to version 20.15.02 or later, the tasks and CI links from the earlier version are not displayed on the Tasks tab.

Service Requests
Change Requests
Problems
Releases
Tasks
Knowledge ArticlesNone
DocumentationThis tab enables you to link documents or URLs that provide more information about the CI.
Auditing

This tab enables you to track the old and new values of CMDB attributes that are selected for auditing. In addition, the tab displays the attribute whose value was changed, date and time of change, and the user who changed the attribute value. System administrators can configure the attributes for which old and new values are tracked. For more information, see Tracking attribute history.

If your system administrator is tracking the Record Update Count field, each time a CI record is saved, the text "Record Update Count" with an incremented number is displayed in the Changed Field column.

Note: When you link a client from the Clients tab, a new row is added on the Auditing tab, where the value in the Changed Field column is Client Assigned. Similarly, when you unlink a client from the Clients tab, a new row is created on the Auditing tab, where the value in the Changed Field column is Client Unassigned. Also, if your system administrator has not selected the Primary Client attribute for auditing, and the primary client that you select for a CI is not listed on the Clients tab, a new row is added on the Auditing tab, where the value in the Changed Field column is Client Assigned.

To link supporting information to a configuration item

  1. Click the Remedyforce CMDB tab.
  2. From the CMDB List View, select the CI to which you want to link supporting information.
    To search for a CI, type initial characters of the name of the CI or the full name of the class name in the Search text box and click Search. For example, to search for Email Service CI, you can type Email or Email Service in the Search text box and click Search. For more information about searching for CIs, see Searching for CIs and assets in the list view. If you select a class in the left pane, only the CIs of that class are searched. To search all classes, select the Base Element class in the left pane.
  3. Click Edit.

  4. Click the Details tab.

    Tip

    When you move the mouse over a tab, a tooltip appears with the total number of records on the tab.

  5. Click the appropriate tab from which you want to add the records.
    A list of records that were previously linked to the CI are displayed. For example, if you click the Clients tab, all clients that are linked to a CI are displayed.
  6. To add a record to the CI, click Actions and select Link <RecordType>.
     A window with available records is displayed.
  7. Select the required records that you want to add and click Link.

Related topics

Linking supporting information to an asset

Creating and updating configuration items

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