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

Associating entries with configuration items

When you create an incident or infrastructure change entry, the architecture enables you to associate a configuration item (CI) with the entry.

When an association is created, the association information is sent to the following forms:

  • AST:CMDB Associations
  • HPD:Associations
  • CHG:Association

You can associate CIs to incident or infrastructure change entries by using one of the following methods.

  1. You provide the following input values in order to create an association in the relationship table:
    • CI Name—The name of a CI (as it appears in the Name field of an Asset record). For example, CI Name: Desktop Computer.
    • Lookup Keyword—The ClassId of a CI (as it appears in the ClassID field of an Asset record). For example, Lookup Keyword: BMC_COMPUTERSYSTEM.
  2. You provide the following input values in order to create the association in the relationship table and populate the CI field found in the incident or infrastructure change forms:
    • CI Name—The name of a CI (as it appears in the Name field of an Asset record). Specify this value in the HPD_CI field. For example, CI Name: Desktop Computer.
    • CI Reconciliation ID—The Reconciliation ID for a CI that uniquely identifies the CI across multiple data sets. Specify this value in the HPD_CI_ReconID field.
    • ClassId—The ClassId of a CI (as it appears in the ClassID field of an Asset record). Specify this value in the HPD_CI_FormName field. For example, HPD_CI_FormName:BMC_COMPUTERSYSTEM.
    • CI Form Name—The name of the form that stores a CI. For example, z1D_CI_FormName:AST:ComputerSystem.

When associating a service and populating the Service field with an incident or infrastructure change entry, you must provide the following input values:

  • ServiceCI—The name of a service as it appears in the Name field of a Business Service record; for example, ServiceCI: Payroll Service.
  • ServiceCI Reconciliation ID—The Reconciliation ID of a service that uniquely identifies the service across multiple data sets. Specify this value in the ServiceCI_ReconID field.
    The ServiceCI does not have to be 'Used by' the customer specified on the interface forms like it is on the main ticketing forms.