Managing updates to configuration items

Updating the CI version numbers automatically

To update the version numbers of the CIs automatically whenever any component CI version number changes, system administrators can create an Apex trigger for CIs. For more information about Apex triggers, see https://help.salesforce.com/HTViewHelpDoc?id=code_define_trigger.htm&language=en_US.

For example, you can add two CIs for the Base Element class, such as Parent CI and Component CI. Relate Component CI as Destination to Parent CI. This relation ensures that Component CI is a child of Parent CI.

Write a trigger that is run when the Version Number of Component CI is updated, ensuring that the version number of the Parent CI is also updated to the same value.

Preventing updates to CIs based on their status

To ensure that no updates are made to a CI when the CI is sent for approval, the system administrator can add required values in the CI Status picklist that is available for a CI, such as Waiting for Approval, Approved, and Rejected. For more information, see https://help.salesforce.com/htviewhelpdoc?err=1&id=adding_fields.htm&siteLang=en_US.

You can change the status of the CI Status field when a CI is submitted for approval. For example, when a CI is submitted for approval, the value of CI Status is updated to Waiting for Approval. Define a condition in a validation rule (on the Base Element object) that displays error if a user tries to update a CI when the status of the CI (in the CI Status field) is Waiting for Approval. For more information, see https://help.salesforce.com/htviewhelpdoc?err=1&id=fields_managing_field_validation.htm&siteLang=en_US.

Creating a report on unauthorized additions to CIs

To track unauthorized additions to CIs, system administrators can add a custom value to the CI Status picklist. Navigate to Remedyforce Administration > Manage Objects > Create and Edit Objects page. From the Objects list, select Base Element, and then click Custom Fields and Relationships. In the Custom Fields & Relationships section, click CI Status. Add the Unauthorized value to the picklist.

When users are updating information about the CIs, users can select the Unauthorized value for the required CIs.

System administrators can create a custom report in Salesforce on the CI Status field. For more information about creating reports, see https://help.salesforce.com/HTViewHelpDoc?id=reports_builder_create.htm&language=en_US.