Update a master data record

User roles: System Administrator, Configuration Administrator

Note: In ITIL best practices, a Configuration Administrator manages master data. In Service Manager, however, only a System Administrator has rights to master data, because the master data is shared by all Service Manager applications. You may need to contact a System Administrator to implement master data changes or to request permission to perform this function.

After you validate that the data sets for a master data record update request meet your company's specifications, you can update the master data record in Service Manager. For example, you may need to change the cost center for a department or change the status of a master data record to retired or obsolete.

To update a master data record:

1. Click System Administration > Base System Configuration, and double-click the master data category for the record you want to update. For example, if you need to update a master data record to change the conversion rate for an international currency, click Conversion Rates.
2. Fill in optional search criteria.
3. Click Search.
   Service Manager returns a list of records matching your search request.
4. Double-click the master data record you want to update.
5. Specify the new master data information. If you need to change the status of the record to indicate that it is retired or obsolete, update the record in accordance with your company procedures. For example, your company procedures might instruct you to add the words retired or obsolete to the record name.
6. Click Save.
   Service Manager updates the master data record.
7. Search for related active configuration items to ensure that the record updates do not conflict with the configuration administration.