Configuring Configuration Management Basics - Types, Relationships, and Agents

Core configuration options for Configuration Management functionality include setting up CMDB types for classifying configuration items and then setting up relationships. Several predefined types are included in iSupport, but you can rename or create any type applicable to your environment such as Device, Data Store, People, Service, Documents, Software, or Locations.

Select Create on the Configuration Management | Types tab in Feature Basics to specify the optional and custom fields to display when the configuration type is selected in the Configuration Item entry screen, the image to appear when CIs of this type appear in the Relationship Viewer, and associated item settings. In the Configuration Types list screen, use the Show Pending Deletion link to display records that have been deleted by an iSupport user but are retained in the system because of references to other records (incidents, correspondence, etc.). The Database Maintenance agent ultimately removes these records.

Select Create on the Relationships tab to define relationships between CIs such as Runs On, Hosts, Connects To, Manages, Located At, Relies On, Used By, or Backed Up To. See Creating CMDB Relationships.

Use the Agents tab to schedule agents for CMDB notifications and for integrating/synchronizing with records associated with configuration items. See Configuration Management Agents for more information.

CMDB Type Basics tab

Name	Enter a name for the CMDB type.
Layout	Select the layout containing the fields and tabs that will display when the type is selected in the Asset screen. Asset layouts are configured in the Options and Tools \| Customize \| Layouts screen.
Require Work History on Save	Select Yes to require an entry in the Work History field before records of this type can be saved.
Subject	Enter the subject line for the email notification. See the next section for information on including values from the incident, change, purchase request, or problem.
Default Image for Relationship Viewer	Select an image to designate records of this type in the Relationship Viewer. You can select an image included by default in iSupport or click the Add New Image link to select your own image. The image will appear as an 80x80 pixel thumbnail.
Optional Fields	Select the checkbox next to each field that should display when this type is selected in the Configuration Item screen. An example is shown below. These fields can be used with view, report, and correspondence functionality. Hours of Operation - Enables selection of either 24/7 or one or more designated days/times. Owner - Enables selection of a customer or support representative. Maintenance - Enables display of the Maintenance/Warranty/Lease tab, on which you can select who to notify . Enables entry or selection of a date on which the maintenance ends; expiration notifications may be configured to be sent before this date. When Warranty - Enables entry or selection of a date on which the warranty ends; expiration notifications may be configured to be sent before this date. Lease - Enables entry or selection of a date on which the lease ends; expiration notifications may be configured to be sent before this date. Vendor - Enables selection from a list of customers, support representatives, or companies that have been designated as vendors in iSupport. Location - Enables entry of a location. This field is not affiliated with iSupport’s Location functionality that is used with location-based routing. Comment - Enables display of a Comment field. Status/Default Status - Enables display of the Statuses tab, on which you can select the predefined custom status labels that will be available in the Configuration Item screen. Once those status labels are selected, you can select the default status to appear in the Configuration Item screen when the type is selected. You can use the Create New and View/Edit icons to access the Custom Status Labels screen.

Use Associated Items	Enable associated items if you wish to: Automatically create configuration items for existing asset, company, customer, support representative profile, or members of a customer group or support representative group. Synchronize customer and support representative group relationships. See Synchronizing Customer Group Relationships and Synchronizing Support Representative Group Relationships for more information. Utilize the data on an asset, company, customer, support representative profile, customer group, or support representative group for views, reports, and correspondence. For example, if a group is included on an associated asset record, you can send a correspondence to that group from the Configuration Item screen. If associated items are enabled for a CMDB type, the Associated Item link appears when the type is selected in the Configuration Item screen for associating an asset, company, customer, support representative profile, customer group, or support representative group.
Require Associated Item on Save	If associated items are enabled, select Yes to require a selection in the Associated Item field in the Configuration Item screen before a record of this type can be saved.
Documents to Use as Associated Items Asset Company Customer Support Representative Customer Group Support Representative Group	If associated items are enabled, select the type of record or group to appear for selection in the Configuration Item screen when the Associated Item link is clicked. If you will be automatically creating, importing, or synchronizing configuration items for asset, company, customer, support representative profile records or members of a customer group or support representative group, select the type of record to create/synchronize.

Defining Custom Fields for the CMDB Type

Use the Custom Fields section to define the fields that will display on the Custom tab in the Configuration Item screen when this type is selected. Custom fields for a CMDB type will display below any global custom CMDB fields.

Entering Maintenance, Warranty, and Lease Defaults

Use the Maintenance/Warranty/Lease tab to set up notifications for maintenance and warranty expiration dates. If you enabled maintenance, warranty, and/or expiration functionality, be sure to enable the Configuration Item Reminder agent.

Track Maintenance Information	Select Yes to enable maintenance notification functionality for configuration items of this type. Use the Notifications tab to designate the recipients and notifications to be sent on the schedule of the Configuration Item Reminder agent.
Who to Notify of Maintenance Expiration Email Addresses of Other Recipients	If tracking maintenance information, select the person to whom the maintenance expiration reminder email should be sent. If Owner is selected on the Basics tab, select Owner to send the maintenance reminder email to the owner assigned to the configuration item (in the Configuration Item entry screen). The notification will contain configuration item details (for example, the name, type, and expiration date.) Select Other to send the maintenance expiration reminder to someone other than the owner. In the Email Addresses of Other Recipients field, enter the email address of this person. The notification will contain a link to the Configuration Item record.
Number of Days After Creation to Default Maintenance Expiration Date	Enter the number of days after a Configuration Item record of this type is created to display as default for the maintenance expiration date.
Number of Days Prior to Maintenance Expiration to Send Reminder	Enter the number of days before the expiration date in which the maintenance notification should be sent.
Track Warranty Information	Select Yes to enable warranty notification functionality, which sends notifications when a warranty expiration date is near. Use the Notifications tab to designate the recipients and notifications to be sent on the schedule of the Configuration Item Reminder agent.
Who to Notify of Warranty Expiration Email Addresses of Other Recipients	If tracking warranty information, select the person to whom the warranty expiration reminder email should be sent. If Owner is selected on the Basics tab, select Owner to send the warranty reminder email to the owner assigned to the CI (in the CI entry screen). Select Other to send the warranty expiration reminder to someone other than the owner. In the Email Addresses of Other Recipients field, enter the email address of this person.
Number of Days After Creation to Default Warranty Expiration Date	Enter the number of days after the CI record is created to display as default for the warranty expiration date.
Number of Days Prior to Maintenance Expiration to Send Reminder	Enter the number of days before the expiration date in which the warranty notification should be sent.
Track Lease Information	Select Yes to enable lease notification functionality for configuration items of this type. Use the Notifications tab to designate the recipients and notifications to be sent on the schedule of the Configuration Item Reminder agent.
Who to Notify of Lease Expiration Email Addresses of Other Recipients	If tracking lease information, select the person to whom the lease expiration reminder email should be sent. If Owner is selected on the Basics tab, select Owner to send the lease reminder email to the owner assigned to the configuration item (in the Configuration Item entry screen). The notification will contain configuration item details (for example, the name, type, and expiration date.) Select Other to send the lease expiration reminder to someone other than the owner. In the Email Addresses of Other Recipients field, enter the email address of this person. The notification will contain a link to the Configuration Item record.
Number of Days After Creation to Default Lease Expiration Date	Enter the number of days after a Configuration Item record of this type is created to display as default for the lease expiration date.
Number of Days Prior to Lease Expiration to Send Reminder	Enter the number of days before the expiration date in which the lease notification should be sent.

Associating Relationships with a CMDB Type

Use the Relationships tab to add all of the predefined relationships available for use with CIs of the specified type. For example, you could utilize a relationship called “Uses” to designate the relationship between a support representative CI and a software CI.

Assigning Statuses

If Status is selected on the Basics tab, use the Statuses tab to associate predefined status labels with the specified type. The associated labels will appear for selection when a type is selected in the Configuration Item entry screen.

Selecting Notifications for CMDB Events

Use the fields on the Configuration Management | Types | Notifications tab to select notifications to be sent when a configuration item is initially saved or when the status changes or work history is added. You can select the default notification or a predefined custom notification; select Create New Custom Notification to access the Custom Notifications screen to create one. You can display default notifications, make modifications, and save custom notifications via the Configuration Management | Custom Notifications screen. The notification reply-to address is specified in the Global Settings | Email screen. Notifications are sent according to the schedule of the Notification agent.

Initial Save	Select the recipients and notifications to be sent when a Configuration Item record is initially saved. The notifications will be sent on the schedule of the Configuration Item Reminder agent.
Status Changed	Select the recipients and notifications to be sent when a selection is made in the Status field in the Configuration Item screen. The notifications will be sent on the schedule of the Configuration Item Reminder agent.
Work History Added	Select the recipients and notifications to be sent when an entry is made in the Work History field in the Configuration Item screen and the record is saved. The notifications will be sent on the schedule of Configuration Item Reminder agent.
Maintenance Expiration Reminder	Select the recipients and notifications to be sent according to the settings on the Maintenance/Warranty/Lease tab. The notifications will be sent on the schedule of the Configuration Item Reminder agent.
Warranty Expiration Reminder	Select the recipients and notifications to be sent according to the settings on the Maintenance/Warranty/Lease tab. The notifications will be sent on the schedule of the Configuration Item Reminder agent.
Lease Expiration Reminder	Select the recipients and notifications to be sent according to the settings on the Maintenance/Warranty/Lease tab. The notifications will be sent on the schedule of the Configuration Item Reminder agent.