This documentation supports the 9.1 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Recording CI unavailability in Incident Management

CI unavailability is the actual down-time of a CI. You can record CI unavailability due to an unexpected circumstance from the incident.

You can record CI unavailability only if Remedy Asset Management is installed.

To record CI unavailability

  1. Open the incident request record.
  2. Click the Relationships tab.
  3. From the Request Type list, select Configuration Item, and then click Search.
  4. Click inside the CIs table to refresh the contents and then select the CI record against which you want to record the unavailability.
  5. In the Relationship Type field of the CI Relationships Search dialog box, select the relationship type.
  6. Click Relate with Unavailability. This field is available only when you are searching for CIs to relate to an incident.

  7. In the Unavailability Type list, select whether the unavailability is scheduled or unscheduled, and whether it is full or partial unavailability.
  8. Select the actual start date of the unavailability.
  9. Complete additional fields of the form, as appropriate.
  10. Click Save.
  11. Close the CI Relationship Search dialog box.
Was this page helpful? Yes No Submitting... Thank you


  1. Seth Mcculloch

    What permissions are needed in order to perform these actions?

    May 26, 2020 02:35
    1. Dhanya Menon

      Thank you, Seth, for your question.

      I am checking with an expert and will revert with an answer soon.


      Dhanya Menon

      May 27, 2020 08:48
    1. Dhanya Menon

      Hello Seth,

      To perform these actions, you need the Incident User permission.



      Jun 10, 2020 09:23