Recording CI unavailability related to an incident request

An outage is a downtime of an asset or a CI. You can relate an existing outage to an incident request from the Related Items tab. For detailed information on relating an outage to an incident request in BMC Helix ITSM, see To relate items to a ticket. The following procedure explains the process with the Mid Tier screens.

CI unavailability is the actual downtime of a CI. If BMC Helix ITSM: Asset Management is installed, you can record CI unavailability, which might occur due to an unexpected circumstance from the incident. 

To record CI unavailability

1. Open the incident request record in Mid Tier.
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.