Linking supporting information to a configuration item

If an incident or any other record (such as, change request) is raised for an issue in a CI, the staff member can link the CI to the incident in the Linked Services and CIs section. That incident or record is also shown in the CI record in the Supporting Information section.

In the Details tab, you can link the following type of records or documents with a configuration item (CI):

• Clients
• Accounts
• Incidents
• Service Requests
• Change Requests
• Problems
• Releases
• Tasks
• Knowledge Articles
• Documents

You can also add new SLAs for CIs of the Business Service class. Moreover, you can also track history of the CI in the History tab and view auditing information of the CI record in the Auditing tab. Auditing information includes data and time of change, the user who changed, which field value changed, old and existing value of the field.

By default, Salesforce allows you to track 20 fields on a form. To change the fields that you want to track, navigate to Setup > Create > Objects > Agreement. In the Custom Fields & Relationships section, click Set History Tracking and select the required fields.

BMC recommends that you always track the Record Update Count field. For a field that is not tracked, the text "Record Update Count" appears in the Changed Field column.

For example, when you link a client in the Details > Clients tab, a record is created in the Details > Auditing tab where the value in the Changed Field column is Client Assigned. Similarly, when you unlink a client in the Details > Clients tab, a new row is created in the Details > Auditing tab where the value in the Changed Field column is Client Unassigned.

To link supporting information to a configuration item

1. Click the Remedyforce CMDB tab.
2. In the right pane of the CMDB Manager, select the required CI.
   To search for a CI, type initial characters of the name of the CI or the full name of the class name in the Search text box and click . For example, to search for Email Service CI, you can type Email or Email Service in the Search text box and click . 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 CIs of that class are searched. To search all classes, select the Base Element class in the left pane.

3. Click .

   Tip

   When you move the mouse over a tab, a ToolTip appears with the total number of records in the tab.

4. Click the required tab.
   For example, if you want to link a client to a CI, click the Clients tab.
5. Click .
   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.
   If you assign a primary client to a CI from Attributes > General tab, the clients that are already linked to the CI are not deleted. You must manually remove the selected client from the CI to be able to assign a primary client.
   When you double-click a client record in the Remedyforce CMDB > Instance Editor > Details > Clients tab, the corresponding client form is opened in the Remedyforce Workspaces > Configuration > Clients tab in a different tab in the same browser.

Viewing linked supporting information of a configuration item

In the Details tab, you can view the following type of records or documents linked with a configuration item (CI):

• Clients
• Accounts
• Incidents
• Service Requests
• Change Requests
• Problems
• Releases

• Tasks

  Customized tasks and CI links on upgrade

  Starting with version 20.15.02, the out-of-the-box ability to link tasks to a configuration item (CI) has been introduced. If you customized an earlier version to link tasks and CIs, and have upgraded to version 20.15.02, the tasks and CI links from the earlier version are not be displayed on the Tasks tab. 

• Knowledge Articles

• Documents

You can also view SLAs for CIs of the Business Service class. Moreover, you can also view history of a CI in the History tab and view auditing information of the CI record in the Auditing tab. Auditing information includes data and time of change, the user who changed, which field value changed, old and existing value of the field.

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 Account lookup. To see all accounts, click  and clear the Remedyforce Accounts check box.

To view linked supporting information of a configuration item

1. Click the Remedyforce CMDB tab.
2. In the right pane of the CMDB Manager, select the required CI.
   To search for a CI, type initial characters of the name of the CI or the full name of the class name in the Search text box and click . For example, to search for Email Service CI, you can type Email or Email Service in the Search text box and click . 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 CIs of that class are searched. To search all classes, select the Base Element class in the left pane.
3. Click .
4. Click the Details tab.
5. Click the required tab.
   For example, you want to view the clients linked to the CI, click the Clients tab.
   In the Incidents, Service Requests, Change Requests, Problems, Tasks, and Releases tabs, the View menu () is provided to filter records.