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Relating people, organizations, and groups to CIs


You can relate more then one person, organization, or support group to configuration items (CIs). You can also relate different people or groups to the same CI, with different roles and also relate a CI to people who either manage, support, or own the CI. For example, if you provide a new salesperson with a laptop, you can relate that person to the laptop. And, if you know the support group responsible for repairing laptops, you can also relate that support group to the laptop. 
 

In a multi-tenancy environment, a user can access a CI record only if one of the following conditions is met:

  • The user belongs to the same company as the CI.
  • On the People tab, you create a Supported by or Used by relationship to a people organization. The user is a member of the same company as the people organization.
  • The user has unrestricted access to all companies.

The following topics are discussed:

Permissions required to modify CI

Users with Asset Admin permission can modify any CI that they can access. Users with Asset Viewer permission can view any CI that they can access, but they cannot modify it.

Users with Asset User permission can perform the following tasks:

  • If they belong to a support group that has a Supported by role for the CI, they can modify the CI.
  • They can view, but not modify, any other CI that they can access.
  • If you provide the Write Security permission to any other role, the users from the groups that have this role can also modify the CI.
  • If you provide the Write Security permission to a group, you must relate the supported by role with the supported group. For more information, see  Roles, instance permissions, and row-level access in Atrium Core .

After you create the relationship, you can modify the role assigned to the record. For more information about modifying the role, see Modifying an assigned role for people, organizations, or groups related to a CI.


To relate a person, organization, or group to a CI

  1. Open a CI, as described in Using search.
  2. Click the People tab, and click Add.

    On the Relate People form, existing people relationships are displayed in the Current People Relationships section.

  3. In the Select Type section, select the required the person, organization, or group and follow the steps in the table below:

    Type of contact

    Description

    Steps to select the contact

    People

    You can give the CI access to individual people.
    1. In the Type list, select People.
    2. To make this person the primary contact for the CI, select Yes, and click OK.
    3. In the Search People Criteria section, select or enter the appropriate details and search for the person you want to relate.
    4. Click Search.
    5. From the results select the desired person record. To select multiple records, press the CTRL key and select the desired record.

    People organization

    You can give CI access at a department level, organization level, or company level. When you give access at a department level, people from only that department can access the CI. When you give access at a organization level or company level, all the people from that organization or company, including all departments get access to the CI.

    Use People organization to relate people by their company, organization, or department.

    1. From the Type list, select People Organization.
    2. In the Search Organization section, select or enter the appropriate details for the organization or department.
    3. Click Search.
    4. Select a record from the results table and choose a relationship level.
      The relationship level defines which people are related to the CI. For example, you can related a CI at the company level. Therefore, if you are an employee of that specific company, you are related to that CI.

    Support group

    You can give CI access to the Support Group. All the people within the Support Group get access to the CI.

    Note: You must have Asset Admin permissions to create a CI. If you have Asset User permissions, you can modify a CI only if it is related to your support group. Your administrator (or any person with Asset Admin permissions) can relate the CI to your support group.

    1. From the Type list, select Support Group.
    2. In the Search Support Group section, select or enter the appropriate details for the support group.
    3. Click Search.
    4. Select a record from the results table.
  4. In the Select Role section, select the role the person, organization, or department performs in relation to the CI. The various options are:
      • Approved by — The individual who approved the CI.

      • Created by — The individual who created the CI

      • Managed by — The individual who manage the CI

      • Owned by — The owner of the CI

      • Supported by — The people who support the CI. To modify the CI, you must be a part of the supported group. 

      • Used by— The people who are the users of the system. This role gives you the additional ability to access the CI at a organization, company, or department level. It also gives you the access to the CI from other applications (for example, Incident Management or Change Management). The Used By role is also used by software license management for compliance.

        Note

        All the roles can be used in the approval process of a CI. For more information, see Creating approval mappings for people and support groups related to CI for Release Management .

          

  5. Click OK.
    The related record appears on the People tab on the CI Information form.

To modify an assigned role for people, organizations, or groups related to a CI

  1. Open a CI, as described in Using search.
  2. Click the People tab.

  3. Select the record that contains the role you want to modify, and click Modify Role.

  4. In the Relate People dialog box, select the new role and click OK.

The role that the person, organization, or department performs in relation to the CI is updated to the new role you selected.

Related topic

Extending access to additional CI people organization relationships

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Comments

  1. Tony Worthington

    Could this section be expanded to more clearly detail any/all ITSM functionality that uses the "By" relationships?  Also suggest a tag, more specific than "relationships"

    For example, ITSM 9.1 Incident Management Rules allow for CI/Service CI Infrastructure Event assignment routing based on the Supported By and Managed By groups.

    I would also like to see an expanded/best practice definition of each of the By relationships.

    Jun 03, 2016 07:57
    1. Priya Shetye

      Thank you for your comment Tony. My team is working on analyzing the information required and will update you at the earliest .

      Regards,

      Priya

      Jun 06, 2016 04:31
      1. Lisa Singh

        Just to second what Tony said above, I also came to this page looking for that information as well. I'm pretty sure it lives in the documentation somewhere, but here would be a useful place.

        May 22, 2018 02:48
        1. Aditya Kirloskar

          Hello Lisa,

          Sorry for the delay in responding. After my discussion with the SME, I have modified the document.

          Regards,


          Aditya

          Mar 27, 2019 01:31
    1. Aditya Kirloskar

      Hello Tony,

      Sorry for the delay in responding. After my discussion with the SME, I have modified the document.

      Regards,


      Aditya

      Mar 27, 2019 01:32
  2. Tony Worthington

    Additionally, I would like to see a separate page which documents the AST:AssetPeople form.  Or a communities blog post.  This form is integral to ITSM and I believe should be clearly documented.

    I will also submit an idea in Communities, to provide an AST:AssetPeople-Interface and Interface_Create to assist in managing the people to CI data.

    Sep 15, 2016 11:43
    1. Sirisha Dabiru

      Hi Tony Worthington,

      Thanks for your suggestion. Will update the documentation and let you know.

       

      Regards,

      Sirisha

      Sep 19, 2016 02:33
  3. Anders Nielsen

    Hi, I have the same request as Tony added in June, "I would also like to see an expanded/best practice definition of each of the By relationships". Is this avvailable somewhere?

     

    Dec 02, 2016 06:49
    1. Anagha Deshpande

      Hello Anders,

      Sorry for responding late.

      We are working with development team. Will update the topic as soon as we get inputs from the development team.

       

      Regards,

      Anagha

       

      Dec 27, 2016 04:10
    1. Aditya Kirloskar

      Hello Anders,

      Sorry for the delay in responding. After my discussion with the SME, I have modified the document.

      Regards,


      Aditya

      Mar 27, 2019 01:33
  4. Mitch Zimbeck

    I just wanted to follow up on your progress regarding Tony and Anders requests. I am interested in this information as well. Thank you

    Oct 26, 2017 10:50
    1. Aditya Kirloskar

      Hello Mitch,

      Sorry for the delay in responding. After my discussion with the SME, I have modified the document.

      Regards,


      Aditya

      Mar 27, 2019 01:34