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.
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.
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
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