CIs on cases, incidents, problems and changes
With the CMDB on, the records of the other ITSM plugins can name the configuration items they are about. The CI's page then shows the work on it, and its health follows its open incidents and changes.
| Record | Names | Where |
|---|---|---|
| A case | One CI | The Configuration item section of the case's side column. |
| An incident | One CI | Configuration item under Service, on the incident's page and when you declare it. |
| A problem | Several CIs | The Configuration items section of the problem's side column. Its known error is on them too. |
| A change | Several CIs: the ones it touches | The Configuration items section of the change's side column. |
You pick a CI by its name, a host name, an address or another identifier. Only CIs of the record's organization that aren't retired, and that you can see, are offered. When the record has a service, the CIs joined to that service come first. A CI you can't see that someone else named stays on the record and shows as One you can't see (on a problem or a change, as how many you can't see).
Setting or changing a case's or an incident's CI is noted on its timeline. Taking a CI off a problem or a change, or adding one, is in its history.
On a case
The Configuration item section shows the CI's class and health, and a link to it. When a problem's known error names the CI (with Problem Management on), the section says Known error on this configuration item and links it, so the agent finds the workaround before they start looking.
On a change
A change's CIs add the services that rely on them to the change's services, following every relationship that
spreads trouble upwards, up to 20 services. Through those services come the accounts
using them, their approvers and the maintenance windows, as when you add the services yourself. Upgrading db-prod-01
so reaches the shop and everything else that runs on that database.
A standard change names no CIs: its services are fixed by its template.
Work on it
A CI's page has a Work on it card with the open incidents, changes and problems that name it, each from its own
plugin and only as far as you can see them. Through the API, the incidents, changes and problems lists can be
filtered by a CI too (ciId).
Deleting a CI
A CI that a case, an incident, a problem or a change names can't be deleted, even once they are closed: they are evidence of what happened to it. Retire it instead.