Defining new CI unavailability for a record - alternative method

You can also define CI unavailability entries after the CI has been associated with the change request (or release request).

To create CI unavailability from CIs associated with a request

1. Select the associated CI from the Relationships table.
2. From the Quick Actions menu, select Create New CI Unavailability, and then click Execute.
   In the Configuration Item Unavailability form, the Unavailability Class defaults to Change. Here you enter specific details, for example, unscheduled full unavailability type, the actual start date, or the assignment status.
3. Select the unavailability type that best describes the down time.
   The options are as follows:
   • Scheduled Full — Creates high priority
   • Scheduled Partial — Creates medium priority
   • Unscheduled Full — Creates critical priority
   • Unscheduled Partial — Creates high priority

     Note

     After you select the unavailability class and type, the Priority field is filled based on a configurable CI Unavailability Prioritization mapping.

4. (Optional) Modify the description identifying the reason why this unavailability is being defined.
5. Enter the appropriate Scheduled Start Date and Schedule End Date.
   After you enter the dates into these fields, the system automatically calculates the Estimated Duration.

   Note

   When a Scheduled Start Date is entered without an Actual Start Date, the Unavailability Status is automatically set to Scheduled.

6. Enter the Actual Start Date and Actual End Date, as needed.
   The system automatically calculates the Actual Duration, based on the actual dates.

   Note

   When an Actual Start Date is entered without an Actual End Date, the Unavailability Status is automatically set to Current Unavailability. The Unavailability Status is automatically set to Restored when the Actual End Date is filled in. After the Actual End Date is set, you can modify it, but not blank it out.

7. Select where the assignment is set from.
   The Assignment is set from field determines where the assignment is based.
   • Configuration Item — Assigns automatically the CI Unavailability entry if an assignment record has been defined for unavailability from within the Configuration Item Contact relationship

     Note

     This type of assignment can be configured to be locked or open. Locked means that the system selects the Assignment Group from the Configuration Item Contact relationship, and then locks the fields so that they cannot be re-assigned or manually overridden. Open means that the system selects the Assignment Group from the Configuration Item Contact Association and then enables you to select another assignment method.

   • Cross Referenced Request — Assigns the CI Unavailability entry when the CI Unavailability is generated from either an Infrastructure Change or an Incident. This setting keeps the CI Unavailability assignment synchronized with either the Change or Incident record assignment.
   • Manually — Lets you assign the CI Unavailability entry manually to any group defined within the application
   • Automated Routing — Assigns the CI Unavailability entry automatically to a support group if you do not assign a support group from the People tab. Automated Routing is configured using the CFG:Assignment configuration form.
     For more information about configuring BMC Remedy ITSM, see Configuring after installation.
8. If you selected Manual assignment, set the assignment company, organization, group, and assignee. The individual or group assigned to this unavailability record must set the status to Completed after recording the actual start and end times.
9. Set the Assignment Status to Assigned.

   Note

   The Assignment Status governs whether the CI Unavailability entry is considered Open or Closed. Setting the Assignment Status to Completed marks the CI Unavailability entry as closed.

10. (Optional) Click Set From Change Schedule to retrieve the request's scheduled start and end dates and times.
    You can use this button to fill the Schedule Start and End date and times on the CI Unavailability record. This feature is available only for CI Unavailability records that were generated from a change request (not release requests).
11. (Optional) Click the CI Status Information tab to change the status of the CI, for example, In Repair.
12. (Optional) Click the Relationships tab to see possible relationships against the unavailability that might exist, for example, relationships to incidents, changes, or problems. You can also define relationships to these respective modules.
13. (Optional) Click the Financials tab to define cost entries against the unavailability. This enables you to track costs associated to the down time.

    Note

    You must save the CI Unavailability record before you can define Relationships and Financials.

14. (Optional) Click the References tab to see the record identification numbers for any incidents or changes that might have created the unavailability entry.
15. (Optional) Click the SLM tab to see the service targets and milestones for the restoration of the unavailability. Service targets and milestones are defined from within BMC Service Level Management. Escalations can defined to notify the assignment group prior to acknowledgment or resolution breach times.
16. Click Save to define the new CI unavailability for the record.