Using the Configuration Item Screen

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.

Use the Configuration Item entry screen to create Configuration Item records and enter custom information, associate groups, and designate relationships to other configuration items. To access the Configuration Item entry screen, use the Configuration Item option on the Desktop menu.

At the top of the screen, enter a name for the configuration item and select the predefined CMDB type to assign to the configuration item. Your selection will determine the configured fields for the type.

Completing the Details Tab

Name	Enter a name for the configuration item.
Source	"Direct Entry" will appear in this field if the item was created via the Configuration Item screen; "Auto Create" will appear if the item was automatically created via an agent in the Configuration module.
Type	CMDB types are created in the Configuration module; the following fields can be configured to appear for each CMDB type.
Owner	Select a customer or support representative to assign to the configuration item. After an entry is made you can click the Details icon to view the person’s contact information and other details.
Vendor	Select from a list of customers, support representatives, or companies that have been designated as vendors in the Configuration module.
Associated Item	If one or more associated items are configured for the CMDB type, click this link to associate a specific Asset, Company, Customer, Support Representative Profile record or a member of a customer or support representative group. You can utilize the data on an associated item 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. You can also associate a configuration item via the Associated Configuration Item field on the Miscellaneous tab in the Asset, Company, Customer, or Support Representative Profile screen. If a configuration item was automatically created via an agent in the Configuration module, an asset, company, customer, or support representative will appear in this field and "Auto Create" will appear in the Source field.
Location	This field is included for informational viewing and reporting; it is not related to the Location field on the Support Representative Profile and Customer Profile screens.
Status	Select the status to assign to the configuration item. Status labels are configurable; in addition to status labels such as Active and Retired, status labels can designate stages in the life cycle of a configuration item (such as Designed, Ordered, Under Development, In Test, Implemented, In Production, and Under Maintenance).
Maintenance	Enter the date on which the maintenance contract ends. Expiration notifications may be configured to be sent before this date.
Warranty	Enter the date on which the warranty for the configuration item ends. Expiration notifications may be configured to be sent before this date.
Lease	Enter the date on which the lease for the configuration item ends. Expiration notifications may be configured to be sent before this date.
Hours of Operation	It is used for informational viewing and reporting; it is not related to service contracts or rule groups.
Comments	Enter any comments regarding the configuration item.
Description	Enter a description of the configuration item.

Adding Work History and Viewing History

Use the History tab to view notations on all configuration item actions. To enter information on any activities related to a configuration item, click the Work History icon or the Add Work History icon in the History field.

The Feed option displays a list of all actions performed on the record; you can filter the content via the Settings icon.
The Audit option includes entries on functions performed by the system and support representatives (for example, field changes), as well as correspondence entries. Work history entries are not included.
The Correspondence option displays entries for sent and received correspondence, including the subject line and body of the correspondence. The Correspondence Received and Correspondence Sent links display the Correspondence screen. Note that the Ref ID that appears on expanded correspondence entries is included for reference; it is used by iSupport’s email processing engine.

Completing Custom Fields

If custom fields have been set up for the specified CMDB type and/or for the Configuration Item screen, the fields will appear in the Custom Fields section. You may be required to enter information in these fields.

Selecting Others to Notify

If enabled in configuration, you can use the Others to Notify feature to set up a list of customers and/or support representatives to be sent event notifications and other correspondence. See Selecting Others to Notify for more information.

Assigning to Groups

Use the Groups tab to assign a CI to a configured CMDB group. CMDB groups associate a collection of CIs for access, views, and reports. CMDB groups may be configured to control access; only support representatives in the group will be able to edit CI records in the CMDB group (or any other CMDB record not included in a CMDB group). After you add one or more groups and save, the CI will be available only to members of the selected groups.

Assigning Relationships

Use the Relationships tab to select predefined relationships and configuration items and to be associated with the current CI record. Table View Mode is enabled by default; to add a relationship with another configuration item, click the Add link. Select the relationship and then select the configuration item to be associated with the current CI record.

You can select the Graphical option in the View Mode field to display the Relationship Viewer, which displays the configuration items related to a specified configuration item. You can click on a different configuration item icon to view its relationships, and refresh to go back to the original configuration item.

Accessing Microsoft Office Outlook Calendar and/or Google Calendar

If configured, a New Meeting icon may appear in the Configuration Item screen for scheduling a Microsoft® Office Outlook® calendar and/or Google Calendar meeting. You can view the schedules of meeting attendees, create a meeting, and configure a notification to be sent to the meeting attendees.

Attaching Files

To attach a file to the CI record, click on the Add button on the Attachments field and select the file. You can select the Show Correspondence Attachments checkbox to display attachments from all sent or received correspondence (including attachments from an inbound email update) associated with the record. A Copy button will be included next to correspondence attachments; you can use it to directly associate the attachment to the record.

Sending Correspondence

To send a correspondence from the Configuration Item screen, click the Correspondence icon. The Correspondence option in the History field displays entries for sent and received correspondence.

Generating QR Codes

Select the Generate QR code option in the toolbar to create a QR code with a URL link for displaying information about the record. Select the fields to include for the code in the Generate QR Code dialog and then select Generate; the QR code will appear. You can print it or click the Edit button to redisplay the fields for selection. 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 CI in the HTML5 mobile interface will be hidden if using an Android device.

Viewing Associated Items

Use options on the View menu to display incidents, problems, and changes associated with the configuration item. Example