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CI's in Support Request

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Christine Hughe
Trusted Contributor.

CI's in Support Request

HP Service Desk 4.5 SP26. Can anybody advise on how to handle the following scenario:
I would like to know if there is a way to represent the following in the CMDB, We have a service that has an application which resides on more than one server.So when closing a support call down in the CI field we would like to be able to report on the application and the server name. Is this possible.
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The Pike
Acclaimed Contributor.

Re: CI's in Support Request

Represented in the CMDB: yes.
Reported in a Service Call using a single CI field: no.

An explorer view can show you a list of all servers in the navigation pane. In a leaf view, you can display which CIs are tied to the server with a relation type of 'is installed'.

Because 2 CIs are involved, you would need an additional CI field, which is by all means possible. Simply create a Custom Field that points to the Configuration Item entity.

You can then use a View to display Service Call data along with the two CIs. However, using a Custom Field will have its limitations. The Calls/Incidents tab will probably not show any information based on the the Custom Field.

Hope this helps.
Points are welcome!

The Pike
The Pike
Acclaimed Contributor.

Re: CI's in Support Request

Hi Christine,
Did you need some more help on this?
Christine Hughe
Trusted Contributor.

Re: CI's in Support Request

Hi The Pike,
At the moment no thanks. I just need to try a few things out in our dev environemt over the next couple of days, but I may be back to you if you don't mind. I have awarded you some points for caring. Christine
Christine Hughe
Trusted Contributor.

Re: CI's in Support Request

Hi The Pike, hope you can help in this it follows from my previous question. I have created a new entity field called Application CI to be used on closing Support Requests, however I would like the values to be hirearchical rather than orderd, can you advise on how to do this please? - thanks Christine
The Pike
Acclaimed Contributor.

Re: CI's in Support Request

Christine,

What type of entity reference field is it?
Code or CI?

Can you post a screenie showing exactly where you would like those to appear as a hierarchical list?

The Pike
Christine Hughe
Trusted Contributor.

Re: CI's in Support Request

Hi The Pike, thanks for the reply I have attached screen shots as requested, hope they are self explanatory. Christine
The Pike
Acclaimed Contributor.

Re: CI's in Support Request

Christine,
The screenshot was very useful.

If the code you are using now is one of the out-of-the-box codes that can be activated, be aware these cannot display hierarchically.

You need to create a custom code (hierarchical). Then a custom field and point "Entity To" the custom code you created.

I tested in my sandbox and it was very easy to do. See screenshot attached.

Give it a try and reply if you need more help.

The Pike
Christine Hughe
Trusted Contributor.

Re: CI's in Support Request

Thanks The Pike this has worked just as I wanted it to, assigned 10 pts. Until the next time - Christine
The Pike
Acclaimed Contributor.
Solution

Re: CI's in Support Request

Cool! Only points did not take, again... :(
Christine Hughe
Trusted Contributor.

Re: CI's in Support Request

Sorry I must have forgotten to press submit points, Have done now let me know if you didnt get them. Thanks again - Christine