This documentation supports the 20.19.02 version of Remedyforce.

To view the previous version, go to BMC Remedyforce 20.19.01

Viewing, linking, and unlinking CIs from a record

You can link, unlink, and view all Configuration Items (CIs) of a record by using the Services and CIs slider. Alternatively, you can link the primary CIs and services to a record by using the <Record> Form and link the additional CIs by using the Details tab of Remedyforce Console.  

This topic provides the following details: 


About the Services and CIs slider

When viewing and editing records, you can perform all activities related to CMDB on the Services and CIs slider so that you do not have to switch between multiple tabs and menus of Remedyforce ConsoleThe Services and CIs slider is placed on Remedyforce Console as shown in the following figure:

When you open a record, Services and CIs is not displayed by default. Click the Services and CIs icon  to view the contents.

The slider is enabled for fresh installations. For upgrades, administrators must manually enable the slider from Remedyforce Administration -> Application Settings -> Consoles ->General Console Settings -> Enable Services and CIs slider.

Administrators, staff users, and change managers can access Services and CIs on Remedyforce Console. 

Services and CIs is not displayed while creating new records or cloning existing records; it is displayed after a record is saved. 

To link CIs and assets by using the Services and CIs slider

The following figure shows an example of Services and CIs for an incident: 

AnnotationNameDescription
1Primary CIs and Services

Displays the primary service, service offering, and CI or asset attached to a record.

  • Hover on an instance name to view the additional details such as instance type, service type, and so on. For example, the following snapshot shows the additional information related to the Facility Management service.

  • Click the instance name hyperlink to open it in the Instance Editor.

Note:

The Primary CIs and services section on Services and CIs is displayed for incidents by default.

This section is displayed for the following objects if custom lookup fields are added for the Base Element object and are added to the Console - Service and CI field set:

  • Change requests
  • Tasks
  • Problems
  • Releases
2Edit

Click the Edit icon to link or unlink a primary CI or service to a record.

The following snapshot shows the Primary CIs and Services section in the edit mode.

  • Click the Search icon to open the Base Elements window and select a service, CI, or an asset.
    The advanced search icon available on the Base Elements window allows you to perform a precise search based on multiple criteria. For details, see Advanced search criteria for selecting a CI.
  • Click to save the changes.
    The Primary CIs and Services section in the Services and CIs slider displays the linked items. You can view the linked items in the Service, Configuration Item and Asset Details section of the <Record> Form too.
  • Click to cancel the changes.
  • Click to unlink a CI or a service.
  • Hover over to view the information relevant to the linked item.
3Additional CIs and Services

Displays the additional CIs and services linked to a record.

Note: If more than 100 additional CIs are attached to a record, this section displays the first 100 CIs. To view all additional CIs, go to the Details tab of a record on Remedyforce Console.

4Link Services and CIs to <record>

Click to select and link the additional CIs and services to a record.

5FilterClick the filter icon to sort and filter the additional CIs and services.
6Delete

Click to unlink a CI or a service.

7Agent tools

This section displays the Agent Tools menu items depending on the record type. Click these icons to open the respective window. For example, click the Collision Indicator to open the collision detection window.

The following table lists the Agent Tools menu items displayed for each record type:

Record typeCMDB ExplorerCMDB ActionsImpact AnalysisCollision Indicator
Incidents
Change requests
Tasks
Problems
Releases

To link primary CIs and assets by using the <Record> Form

  1. Click the Remedyforce Console tab.
  2. From the View menu, select the record type you want to link to CIs or assets.
  3. From the list of records, select the record that you want to link to CIs and assets.
  4. On the <Record> Form, go to the Service, Configuration Item and Asset Details section. 



  5. Click the respective Search icon to open the Base Elements window and select a service, service offering, CI, or an asset. 
    The advanced search icon available on the Base Elements window allows you to perform a precise search based on multiple criteria. For details, see Advanced search criteria for selecting a CI.
  6. Click Save
    You can view the linked items in the following sections: 
    • The Service, Configuration Item and Asset Details section on the <Record> Form
    • The Primary CIs and Services section on Services and CIs 

To unlink primary CIs and assets by using the <Record> Form

  1. Repeat step 1 through step 4 explained in Form">To link primary CIs and assets by using the <Record> Form.
  2. Manually delete the CI or asset from the Configuration Item / Asset field. 
  3. Click Save.

To link additional CIs and assets by using the Details tab

  1. Click the Remedyforce Console tab. 
  2. From the View menu, select the record type you want to link to CIs or assets.
  3. From the list of records, select the record that you want to link to CIs and assets.
  4. Click Details.

  5. Depending on the type of record that you have selected, perform one of the following actions: 
    • For incidents and service requests, from the Linked Configuration Items and Assets section, click Select and Link to Incident.

    • For tasks, problems, change requests, and releases, from the Linked Services, Configuration Items and Assets section, click Select and Link to <Record type>.
  6. On the lookup window, select the CIs and assets. 
    The advanced search icon available on the lookup window allows you to perform a precise search based on multiple criteria. For details, see Advanced search criteria for selecting a CI
  7. Click Link.
  8. Click Save
    You can view the linked items in the Linked Configuration Items and Assets or Linked Services, Configuration Items and Assets section of the Details tab. The Additional CIs and Services section on the Services and CIs slider also displays the linked items.

To unlink additional CIs and assets by using the Details tab

  1. Repeat step 1 through step 4 explained in To link additional CIs and assets by using the Details tab.
  2. Depending on the type of record that you have selected, perform one of the following actions: 
    • For incidents and service requests, from the Linked Configuration Items and Assets section, click Del to unlink a CI.

    • For tasks, problems, change requests, and releases, from the Linked Services, Configuration Items and Assets section, click Del to unlink a CI.
  3. Click Save

Advanced search criteria for selecting a CI

To link a CI or an asset to a record, when you click the Search icon on the Details tab, <Record> Form, or the Services and CIs slider, the popup window displays the advanced search icon. 


You can search for CIs or assets based on defined criteria. For example, you might want to search for all printers in a specific location with the In Repair status.

Click the advanced search icon to create the search criteria for CIs or assets based on multiple conditions. When you click the advanced search icon, the following popup window is displayed:


Consider the following points when applying a criterion for advanced search:

  • A maximum of 20 criteria can be applied. Each criterion can contain a maximum of 20 filters. 
    The performance of search criteria might be impacted based on the number of defined filters and the data type of fields in the filter.  
  • Criteria are defined for the specific class that is selected in the Class Name = selectedClass filter criterion. Note the following points about selecting a class in the Class Name filter criterion:
    • When a class is selected in the left navigation pane, you can create filters for that class only.
    • When All Instances (Base Element)All CIs (Base Element), or All Assets (Base Element) is selected in the left navigation pane, you can define filters for any class in the hierarchy.
  • The AND logical operator is used for all filter criteria by default and cannot be modified.
  • In the filter criteria, you can select only one value for fields of the Picklist (Multi-Select) data type.
  • Filter criteria can be defined on all supported fields of the class that you have selected in the Class Name filter criterion and its parent classes.
    You cannot define filter criteria for fields of the Long Text Area and Text Area (Rich) data type. To search for CIs and assets based on values in any fields of these data types, use the keyword-based search box.
  • Operators that are available for a filter criterion are based on the data type of the selected field:

    Data typeSupported operators
    Text=, !=, LIKE, NOT LIKE, STARTS WITH
    Phone, Check box, Lookup, Picklist=, !=
    Currency, Number, Percent, Date, Date/Time, Picklist=, !=, >, >=, <,<=
    Email=, !=, LIKE, NOT LIKE
    Text AreaLIKE, NOT LIKE, STARTS WITH
    Formula

    Supported operators are displayed based on the data type of the Formula field.

    For example, the operators displayed for a field of the Formula (Text) data type are =, !=, LIKE, NOT LIKE, STARTS WITH.

    Geolocation=, !=, >, >=, <,<=

Related topics

Linking supporting information to a configuration item

Linking supporting information to an asset

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