Populating Service or CI fields in a record by using Transactional-SharedComponents.xlsx

To populate the Service and CI fields of an incident, problem, and known error, or to update the Service field only of a change, you use the fields in the SHR_LoadAssociations tab of the Transactional-SharedComponents.xlsx spreadsheet.

The SHR_LoadAssociations tab of Transactional-SharedComponents.xlsx spreadsheet contains the following fields:

• Request Identifier - To
• Request Identifier Type - To
• Relationship Type
• CI Type of Relationship
• Request Identifier - From
• Request Identifier Type - From

Fill in the Type of Relationship field only to create an association that updates the Service or CI. Fill in the rest of the fields (required fields are highlighted in green) to complete the association, even if you do not fill in the Type of Relationship field.

To populate the Service and CI fields

You can use the SHR_LoadAssociations tab of the Transactional-SharedComponents.xlsx spreadsheet to update the Service and CI fields on the following:

• HPD:Help Desk form
• PBM:Problem Investigation form
• PBM:Known Error form
• Service field on the CHG:Infrastructure Change form

You must enter one of the following values in the CI Type of Relationship field, depending on whether you want to update the Service or CI field. If you want to update both fields, you need to create two rows specifying each of the following values once in each row.

• Service CI (or 1000) to update the Service field

  Warning

  If you enter Service CI (or 1000) for incidents, problems, known errors, and changes only, the Product Categorization information is updated based on the information already defined for the service.

• CI (or 2000) to update the CI field

  Warning

  If you enter CI (or 2000), for incidents only the Resolution Product Categorization information is updated based on the information already defined for the CI.

For an example of entering data in the spreadsheet to populate the Service and CI fields of an incident, see Example: Updating the Service and CI fields for an incident.  

If you enter a value in the Type of Relationship field, the values that you enter in the Request Identifier - To and Request Identifier - From fields are used to retrieve the data that will be entered in the Service and CI fields for the incident. Depending on whether you are updating the Service or CI fields, the values that you enter in these fields are different. The following table describes what to enter in these fields in each of these situations. 

Values to enter in the Request Identifier - To and From fields

If you entered a value in the Type of Relationship field (to indicate you want to update either the Service or CI fields on an incident, problem, known error, or change), in addition to the fields described in the following table, you should update the rest of the fields on the spreadsheet as follows:  

• Request Identifier Type - To—The Request Identifier Type. Always should contain one of the following values:
  • 9000 (or Incident) to indicate that you are updating an incident record
  • 20000 (or Problem Investigation) to indicate that you are updating a problem investigation record
  • 16000 (or Known Error) to indicate that you are updating a known error record
  • 12000 (or Infrastructure Change) to indicate that you are updating an infrastructure change record
• Relationship Type—Always should contain the value Related to or 35000.
• Request Identifier Type—Always should contain the value 6000 or Configuration Item to indicate that the information is being retrieved from a CI.

Example: Updating the Service and CI fields for an incident

For this example, you want to load data for incident INC000000000354 and populate the Service and CI fields for this incident at the same time. You want to populate these fields as follows:

• Service with System Access 
• CI with BMCHDNODE

 The following figure shows you how to fill in the spreadsheet. Because you are populating both the Service and CI fields on the incident, you need to fill in two rows on the spreadsheet.  

The following table explains the values in the fields on the spreadsheet shown in the figure above. 

BMCHDNODE

The following figure shows incident INC000000000354 with the Service and CI fields populated with the information uploaded by the spreadsheet in the following figure.