Error: Invalid spaceKey on retrieving a related space config.

Linking configuration items and assets to a record

You can link Configuration Items (CIs) and assets to a record, such as incidents, service requests, tasks, problems, change requests, and releases. The records which are linked to CIs and assets are displayed on the Details tab of the corresponding CIs and assets in the Instance Editor (Remedyforce CMDB tab). 

To link CIs and assets to a record

  1. Click the Remedyforce Console tab.
  2. From the View menu, select the type of record (such as Incidents, Service Requests, and so on) 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 Record Details.

  5. Depending on the type of record 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, perform the following actions based on the CI and IT asset management configurations:

    Note

    The list view columns displayed on the lookup window are based on the out-of-the-box list view columns of the Base Element class. For more information, see Customizing CMDB list views in CMDB

    • If both CI and IT asset management are enabled:
      1. Filter the CIs and assets by selecting the class type from the Filter by list.
        The filter that you select is retained by the system as the preferred filter on subsequent logins. 
      2. (Optional) For incidents and service requests, select the required criteria from the Include list and click Apply.
        The CIs and assets are displayed based on the selected criteria.
      3. (Optional) In the Search text box, enter the CI or asset name that you want to link to the record, and click Search.
      4. Select the check boxes next to the required CIs and assets.
    • If only CI management is enabled:
      1. (Optional) For incidents and service requests, select the required criteria from the Include list and click Apply.
        The CIs are displayed based on the selected criteria.
      2. (Optional) In the Search text box, enter the CI name that you want to link to the record, and click Search.
      3. Select the check boxes next to the required CIs.
    • If only asset management is enabled:
      1. (Optional) For incidents and service requests, select the required criteria from the Include list and click Apply.
        The assets are displayed based on the selected criteria.
      2. (Optional) In the Search text box, enter the asset name that you want to link to the record, and click Search.
      3. Select the check boxes next to the required assets.
  7. Click Link.

Note

You can also link a CI or an asset to an Incident from the Configuration Item / Asset lookup in the Service, Configuration Item and Asset Details section of the Incident form. For more information about managing fields in the Incident form, see Customizing forms for the Remedyforce Console tab.

Related topics

Linking supporting information to a configuration item

Linking supporting information to an asset

Was this page helpful? Yes No Submitting... Thank you

Comments