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 an asset

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

The following table lists tabs on the Details tab that enable you to link different types of records with an asset and view the previously linked records:

TabAdditional information
History

This tab enables you to add Knowledge Article, Notes, or Review actions to the asset.

You cannot save a Client Note action after adding the action. 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.

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. The (Primary Client) text is also displayed next to the client name. If you select another primary client for the asset 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.

When you double-click a client record on this tab, the client record is opened on the Remedyforce Workspaces > Configuration > Clients tab in a new browser tab or window. However, if you do not have permissions to access the Remedyforce Workspaces tab or the Client form, the Remedyforce Self Service tab is opened in a new browser tab or window.

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. To see all accounts, click the View menu and clear the Remedyforce Accounts check box. 

Incidents

On these tabs, you can use the View menu to filter records.

Service Requests
Change Requests
Problems
Releases
Tasks
Knowledge ArticlesNone
DocumentationThis tab enables you to link documents or URLs that provide more information about the asset.
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 on the Details > Auditing tab in the Instance Editor.

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 an asset 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 an asset

  1. Click the Remedyforce CMDB tab.
  2. From the CMDB List View, select the asset to which you want to link supporting information.
    To search for an asset, type initial characters of the name of the asset or the full name of the class name in the Search text box and click the Search icon. For example, to search for Mobile Phone asset, you can type Mobile or Mobile Phone in the Search text box and click the Search icon. You can also search using data in the Instance Name, Description, Class Name, Asset #, Token ID, and Serial # fields. If you select a class in the left pane, only the assets 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 in 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 asset are displayed. For example, if you click the Clients tab, all clients that are linked to a asset 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 a configuration item

Creating and updating assets

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