Searching for a Configuration Item

You can specify a Configuration Item (CI) in the problem record. Problem Management transfers the primary CI information in the problem record to the known error record. If the CI that caused the issue is an associated CI, you must make it the primary CI in the problem record, or edit the CI information in the known error record.

When you search for a CI from a problem form, There are three check boxes that add criteria to the query: CI Down, Critical CI, and Pending change. Service Manager logical fields (check boxes) can have four values: true, false, null, and unknown. If you do not select a checkbox, it has a null value and any query ignores it. If you select the checkbox, it has a value of true. If you clear the checkbox, it has a value of false.

When you search for a CI, ensure that you consider these possible checkbox values when you construct your query.

Related topics


Phase 2: Categorization

Creating a problem
Identify the problem
Categorize the problem
Classify the problem
Problem record information

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Create a new problem from an incident