CMDB - Features and Configuration

If you have the Service Desk Edition, you can utilize Configuration Management Database (CMDB) functionality to display, report on, and send correspondence regarding the assets, services, and other resources that are crucial to your organization’s operation and the relationships between those items. Example - CIs and Relationships

You can associate a configuration item with an incident, problem, or change, and then click on the link to display the Configuration Item (CI) screen for viewing the item’s relationships with other items. Example - Configuration Items Field in Incident Screen

To get started, it may be useful to chart the resources you wish to track, the relationships between them, and the status labels that could apply. See Putting It all Together: Creating a CMDB Hierarchy for information on creating an example CMDB hierarchy.

Basic Configuration

Enable/disable CMDB functionality and set up CMDB types in Feature Basics to classify CIs and define the custom status fields, optional/custom fields, notifications, relationships available, and maintenance/warranty information for those types. Example - CMDB Types, Relationships, and Statuses

Set up configuration item relationships between configuration items. You can add the Configuration Item Relationship Viewer to a Desktop dashboard to display the relationships between configuration items.

Creating Configuration Items

You can manually create configuration items in the Configuration Item entry screen.

You can use the Data Source Integration screen to import CI records from one or more Microsoft SQL Server source databases into iSupport’s CMDB database, and synchronize with those source databases on an interval basis.

You can use the Configuration Item Auto Create agent to automatically create a CI record for each Asset, Customer, Company, and or Support Representative Profile record that is not already associated with a CI.

Optional Customization

iSupport includes a default Configuration Item screen layout with a comprehensive set of fields for tracking customer and company data, but you can redesign it via the Layouts screen to include fields and tabs that are specific to your company. You can assign different layouts to CI types.

If there are fields you need that are not included in iSupport by default, you can create custom fields for a CI type and global custom fields that will display in the Configuration Item screen regardless of CI type.

You can utilize maintenance and warranty tracking for a CI type.

Managing Configuration Items

You can configure CMDB groups to define and associate a collection of CIs for access, views, and reports. Example - CMDB Groups

You can configure roles/permissions for support reps and rep groups using Configuration Item functionality via the Support Representative Profile and Groups screens.

You can use the Generate QR code option in the toolbar to generate a QR code that contains a link that will display information about the record. You can also use the QR code to add a configuration item to an incident, problem, or change via the mobile interface, but note that the QR code reader option for selecting a configuration item in the HTML5 mobile interface will be hidden if using an Android device.