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Two different CI in the same Service Call

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Dusko Milosevic
Super Contributor.

Two different CI in the same Service Call

Sometimes we make a replacement of the broken equipement. There is one CI that is claimed broken, and the other CI which is replacement for the first one. I need them both visible in the same Service Call. Is it possible to involve multiple CI`s in same Service Call?

Thanks,

Dusko Milosevic
7 REPLIES
Dusko Milosevic
Super Contributor.

Re: Two different CI in the same Service Call

Service Desk 4.5, SP16.
Mark O'Loughlin
Acclaimed Contributor.
Solution

Re: Two different CI in the same Service Call

Hi,

You cannot have multiple CI's selections in the one service call that retains the CI relationship. You can however create a custom field (say text field) and pass the CI name into that either by user cioy and paste of bu UI rules. What you loose here is the relationships between the CI and the Service Call. You cna retain the relationship for either the replacement or the broken piece.

Generally the important relationship is the one for the broken equipment. In my mind the replacement equipment would be for reference only.
Dan Ioan
Honored Contributor.

Re: Two different CI in the same Service Call

Hi Dusko,
Actually, you have two different changes!So I think that is better to have two different service calls or two different RFCs with associated work orders for them! Doing this you will have:
1. A better tracking of work for all persons involved in a specific change;
2. A more accurate relations between a CI and associated calls, incident, problems, etc.
Best regards,
Dan
Vasily Aksenov
Acclaimed Contributor.

Re: Two different CI in the same Service Call

mmm may be one change anw two WO with different CIs.
You can also use general relations and relate two Cis to SC.
Gyula Matics_1
Acclaimed Contributor.

Re: Two different CI in the same Service Call

If you need only two CIs, then it is possible.

There is a CI type custom field available for Service Calls which can be used as the second CI.
Robert S. Falko
Acclaimed Contributor.

Re: Two different CI in the same Service Call

Dusko,

In our case, a very large number of changes are of the type "switch one CI for another". So we have a form for this type of change which allows for full automation of the update of the CMDB for the CIs concerned (including all related and child CIs).

Note, however, that the two CIs are in the change, not the service call. You could easily add more CI fields to your service call, if you really wanted to.

-Josh.
Jason C. Basket
Trusted Contributor.

Re: Two different CI in the same Service Call

Another option is to create a Work order for the replacement of the CI inside the Service Call. The Service Call would be related to the CI that was being replaced, since this was what was called on, and the W/O would be related to both as a task to replace one with another. You would also need to consider your Change Management process in your organization. Best practice would of course create a change for both CI and relate to the Service Call.

Jason