This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.

The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go? Open link  

Enabling affected assets and affected services for incident

As a Smart IT administrator, you can specify assets and services that are affected due to the reported incident, or that are related to the incident in the Affected Asset and Affected Service fields on the incident profile. It helps the service desk agent to look for the specific asset and service, and take action to resolve the incident.

The following parameters defined in the Centralized configuration (CCS) affect the assets and services that are available for search in these fields in Smart IT:

  • affectedCISearchByAssetPeopleRelation
  • affectedServiceSearchByAssetPeopleRelation
  • useOperatingCompany
  • isExclude_TAG_and_CI_ID


To configure affected assets and affected services for incident

The isExclude_TAG_and_CI_ID parameter determines the fields of the Configuration Item (CI) in which Smart IT searches for the search term. This setting is independent of the other two parameters listed in the this section.

The following table shows the CI fields that are included in the search, based on the setting for this parameter:

Parameter nameParameter valueCI fields included in search
isExclude_TAG_and_CI_ID

true
(default value, recommended for better performance)

Name (ID: 200000020)

Product Name (ID: 240001002)

Serial Number (ID: 200000001)

false

Name (ID: 200000020)

Product Name (ID: 240001002)

Serial Number (ID: 200000001)

Tag Number (ID: 260100004)

CI ID (ID: 210000000)


The effect of the affectedCISearchByAssetPeopleRelation and useOperatingCompany settings are dependent on each other. The following table shows the expected results of the search depending on the value set for these parameters:

Parameter: affectedCISearchBy
AssetPeopleRelation 
Parameter: useOperating
Company 
Affected serviceAffected asset
false (default)false (default)

Search is performed in the corresponding fields as described in the preceding table against any Business Service CI where the Company configured in the Business Service CI matches either:

  • The company of the customer that has been selected in the incident, or
  • Any Service Provider company the support staff user that is creating the incident has access to

Search is performed against the AST:BaseElement form.

Search is performed in the corresponding fields as described in the preceding table against any CI where the Company configured in the Business Service CI matches either:

  • The company of the customer that has been selected in the incident, or
  • Any Service Provider company the Support Staff user that is creating the incident has access to

Search is performed against the AST:BaseElement form.

true

Search is performed in the corresponding fields as described in the preceding table against any Business Service CI where the Company configured in the Business Service CI matches either:

  • The company of the customer that has been selected in the incident, or
  • Any Operating Company or Service Provider company to which the Support Staff user that is creating the incident has access

Search is performed against the AST:BaseElement form.

Search is performed in the corresponding fields as described in the preceding table against any CI where the Company configured in the Business Service CI matches either:

  • The company of the customer that has been selected in the incident, or
  • Any Operating Company or Service Provider company to which the Support Staff user that is creating the incident has access

Search is performed against the AST:BaseElement form.

truetrue or false

Search is performed in the corresponding fields as described in the preceding table against any Business Service CI that has a Used by asset-people relationship for the company, organization, or department of the customer that has been selected in the incident.

Search is performed against the AST:AssetPeople_AssetBase form.

Search is performed in the corresponding fields as described in the preceding table against any CI to which the Support Staff user who is creating the incident has access.


Search is performed against the AST:BaseElement form.

For information on the affectedServiceSearchByAssetPeopleRelation configuration parameter, see Centralized configuration topic.

Notes:

  • If the value of these properties is set to a value other than true or false, the system falls back to the default value.
  • The affectedCISearchByAssetPeopleRelation configuration parameter impacts only incident tickets.
  • CIs with a End of Life or Delete status are not included in search results.
  • The affectedCISearchByAssetPeopleRelation parameter provides the Mid Tier incident form features through Affected Service and Affected Asset fields in Smart IT:
    • Affected Service: Business Service CIs are made available through asset-people relationships. This is consistent with the behavior of the Service field of the Mid Tier incident form.
    • Affected Asset: Allows search on all assets to which the logged in Support Staff user has access. This is consistent with the Search CI functionality, available on the Mid Tier incident form as shown in the following screen:

In BMC Helix ITSM, the administrator can specify the options to configure affected asset and service on the incident ticket in Smart IT. The setting is applied at the tenant level, and does not depend on user's choice.

Example of configuring affected assets for incident in a multicompany environment

Nancy, a service desk agent creates an incident ticket for the issue reported by Allen Allbrook, a customer. Allen belongs to Company A. Allen uses the following assets and services, and has Used By relation with the assets:

  • Asset1 and Business service1 belong to Company B.
  • Asset2 and Business service2 belong to Company A.

Considering these assumptions, the following behavior is expected:

  • When the affectedCISearchByAssetPeopleRelation property is set to False—when Nancy creates or edits the incident where Allen is the affected customer, in the Affected Asset and Affected Service fields, the search result displays only Asset2 and Business service2.
  • When the affectedCISearchByAssetPeopleRelation property is set to True—when Nancy creates or edits the incident where Allen is the affected customer, in the Affected Asset and Affected Service fields, the search result displays both Asset1 and Asset2, and Business service1 and Business service2.
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